Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

In this story, one teenage girl did a great job sounding natural at her call center job, but then a new supervisor told all ...

Soft skill training – especially in the fundamental art of listening to the customer – is overlooked far too often by contact center organizations. The CSR’s proficiency to convey product information ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

If you grew up with a landline phone attached to the wall with a cord restricting you from walking very far, you’re probably pretty familiar with the basics of phone etiquette. But that’s not really a ...

Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope? Call-center employees have rightfully been heralded as the ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Survey: Two-thirds say lousy call-center experience can drive them away, 06/12/07: An unsatisfactory call-center experience will prompt roughly two-thirds of customers to either abandon or consider ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...