Call Center News and Information

Who can calm irate customers in a friendly, non-patronizing way, distinguish atrocious demands and outright lies from perfectly reasonable requests, a

Improving Agent Productivity With Closed-Loop Coaching

This article describes the characteristics of a good call center representative or how to turn them into one. Helpful for employers who want to know what to look for in a good call center representative and how to properly train them, and make them happy.

If the call center is simply considered a cost and not regarded as a customer facing department that directly impacts the brand, the true value of the professional call center agent will be vastly underestimated.

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Training budgets are being squeezed but we still want to provide effective training. How can we save money in our organization and still meet our training targets?

The International Customer Management Institute (ICMI) is a global leader in call center consulting, training, publications and membership services.

A common complaint of call center managers is that their customer service reps (CSRs) don't do enough selling while speaking with callers.

Call center depot, news and information related to call centers, helpdesks, call tracking, contact management and related call center issues.

Are you new to call centers or thinking of a career path for yourself in the industry? Learn the terms and technology related to call centers and the technology.

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