Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

WESTLAKE VILLAGE, Calif.: 13 December 2012 — Freeman has been recognized for call center operation customer satisfaction excellence under the JD Power and Associates Call Center Certification Program ...

Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

PITTSBURGH, Oct. 4, 2012 /PRNewswire/ -- UPMC Health Plan has once again been recognized for call center excellence under the J.D. Power and Associates 2012 Call Center Certification Program(SM). To ...

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 ...

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 ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...

Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than solved. Respondents to a ...

The call center training program has been operating at full capacity since beginning in February. A brief reception will be followed by presentations from Bill Law, Montgomery College president; Mark ...

WESTLAKE VILLAGE, Calif.: 15 June 2012 — Salt River Project has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Call Center Certification ...