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...

Keeping talented call center staff is incredibly difficult at the best of times. Employees often balk at the high stress levels and long hours — which can be exhausting for both workers and managers.

For any call center, employee recruitment is a major concern. With average call center turnover falling between 30% and 45% (Source: QATC), call center leadership is constantly pressured to add new...

Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.

Being a good coach...