Looking for ways to improve supervisors’ leadership skills in your call center? You’ll find a wealth of information here about what others have learned about leadership skills training for supervisors ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Phone calls remain one of the most direct and trusted ways to serve customers — especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

DALLAS, Aug. 27 /PRNewswire-FirstCall/ -- Affiliated Computer Services, Inc. (NYSE: ACS) announced today that its Cary, North Carolina, facility has been recognized ...

According to data collected by the Site Selection Group, a real estate consulting firm, the pace of call center jobs added in the rest of the world has exceeded those created in the United States ...