When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...

You may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.

No matter what you call it, every job has some type of pressure. We present 10 key strategies for managing stress in customer service.

With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.

As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv

Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang

This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds

The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...

Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

Every call center agent would benefit from sales skills whether it is selling a product/service directly or selling an idea/option.

We all want to do well and are disappointed when we don’t. We are self-critical. We need to take the focus off ourselves and put it on ...

Well, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

The question is, what’s the best way to spend your limited QA funds? When you think about it, investing in a relationship with a third-party

We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s

Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr