Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

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 ...

Call center agents suffer stress from workforce challenges, like rising customer expectations, growing call volume and a shaky work-life balance. Call center agents suffer tremendous stress from ...

The Centers for Medicaid and Medicare Services is working on a new small business contract for training and other services to support its call center operations. In a request for information, CMS ...