Call Center Training will lower costs as it can reduce turnover. This will produce a positive environment throughout your company...

A practical guide to the challenges of managing a team in a busy call centre. This book looks at a...

What is “contact center quality monitoring”? Just stop and focus on the two parts of this phrase “contact center” and...

Why this...

Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El...

This book has been written for managers, users, technologists or those people who just want to know what is inside...

If you are the leader of a sales team or ever want to become a leader of a sales team...

Gwendolyn Oglesby has built most of her career working in customer service with the ultimate goal of creating memorable employee-customer...

Customer service representatives interact with customers on behalf of an organization. They provide information about products and services, take orders,...

Author Tom Niesen shares the secrets of designing, supporting, and running a profitable inside sales call center by using the...