Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

If call center staffing certification, which we covered last month, is akin to teaching, testing and awarding diplomas, then call center operations certification is more like accrediting the school ...

CALL CENTER TRAINING: From left, Michelle Myers of Pink Callers, Angie Snow of Snow Business Coaching, and Erica Leonor of The Amzi Group are among those involved in the CSR Academy's live training ...

WESTLAKE VILLAGE, Calif.: 22 January 2013 — Merrill Edge Advisory and Investment Centers have been recognized for call center operation customer satisfaction excellence under the J.D. Power and ...

Cigna Healthcare has been recognized by J.D. Power and Associates for the customer services excellence of its call center operations. According to a release by company officials, Cigna is the first ...

DALLAS, Aug. 27 /PRNewswire-FirstCall/ -- Affiliated Computer Services, Inc. (NYSE: ACS) announced today that its Cary, North Carolina, facility has been recognized ...