Sales

Finding and hiring the right talent is what can ultimately set your call center apart from your competitors. But hiring isn’t easy—and the many books…

First call resolution (FCR) rate is a call center metric that measures how often a customer support team is able to resolve a caller’s issue

Hiring agents for your call center can be hard. You publish one job posting, receive a mountain of applications, and your real work doesn’t even

For many job seekers, the role of a call center agent is not atop their list of dream employment opportunities. Simply put, it doesn’t have

Since 2003, the National Do Not Call Registry has prevented telemarketers from pestering Americans with unwanted calls. The registry tells registered companies which telephone numbers

No matter which of the 23 kinds of call centers you operate, your customer service performance levels are critical—which means knowing how to measure them

In the world of call centers, the difference between a frustrated customer hang-up and a satisfied resolution often comes down to just a few words. 

Every call made by every agent in your call center must meet stringent compliance requirements. Failing to do so even once can subject your business