The holiday season is a time for joy, gathering, and celebration. Many different traditions are celebrated across the globe that bring people together and showcases the spirit of the season. Some traditions run centuries old while others are newly...

When it comes to stress in the workplace, several factors can contribute to stress and have several negative effects on work and personal life. It can be difficult to manage and have a profound effect on daily life. It is important to recognize the...

As we all know, work-from-home jobs have been rising in the past couple of years, but how many opportunities for remote jobs are actually available now? According to the study “Working from Home from Around the Globe” conducted in 2023, countries...

Work-from-home jobs are on the rise, and it has opened doors for people with disabilities. Remote jobs offer opportunities to people who might experience barriers to a traditional in-office job due to a disability. While there are many different...

The holidays are stressful for both businesses and customers. Customers are running around trying to buy all the gifts they think their loved ones will enjoy most while hunting for the best possible deals, all before the end of the holiday season....

Remember when call center agents used to “serve” customers by robotically reciting scripts over the phone? Not anymore. These days, customers expect to have an entirely different experience, one that is personalized just for them. They can reach out...

Without effective workforce forecasting, call centers cannot serve customers well or function profitably.

Virtually everything that goes into optimizing resources — recruiting, hiring, staffing, and scheduling — depends on having an accurate...

No company can stay in business without analyzing performance data. However, useful data depends on using the right set of key performance indicators, or KPIs. Fortunately, there are a lot of ways to gather these kinds of metrics in a customer...

In this day and age of cutthroat competition, it is ever more critical to provide great customer service, and to ensure that the quality of care that you provide is viewed positively by your customers.  

Assessment testing can greatly enhance the hiring process for any call center. If created well, these tests can identify a candidate’s existing skills and knowledge. From customer service assessment to technical proficiency tests, it's important to...