Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing quicker, more efficient access to valuable information... and you’ll be helping to increase your...

We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.

All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first. 

Internal communication (IC) keeps the entire contact center workforce engaged through collaboration and the flow of information. No matter what size your contact/call center is, internal communication plays a major role in your organization’s success.

Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course corrections can be made as needed.

What Are Soft Skills?

The term “soft skills” typically refers to skills that are indispensable when it comes to human interactions. They are typically non-technical and are largely relational. In other words, they have to do with how you relate to others and yourself. Soft skills include:

One of your primary business goals is to ensure employee performance and business continuity. That means ensuring all members of your team understand, and can perform, effectively, the functions of their job and the tools required to accomplish those functions.. In order to do that, most businesses...

It seems like everywhere you look (or listen) these days, the term Customer Experience is front and center. No surprise, really, given the increased emphasis companies are placing on how they treat their customers - especially in uncertain economic times. A quick look at Google Trends shows that...