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...

Artificial Intelligence (AI), or software solutions that try to imitate human intellect to achieve complex tasks, have long been a part of business operations. Many businesses rely heavily on AI to sift through massive data sets so leaders can make more informed decisions. For call centers, speech...

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

In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact center will likewise differ from the QA training goals of other organizations and teams.

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.

In this world of different work environments—in-person, remote, hybrid—employee coaching has taken on more significance than ever. We all know maximizing employee performance is crucial for any contact center’s ongoing success. What often gets overlooked however is just how critical employee...

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: