Recognizing and rewarding employee performance is an essential aspect of keeping agents motivated and engaged in a call center. Here are...

Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop...

Dick Bourke shares how to identify important soft skills to develop in the contact centre and adapt training to advance them further....

A cornerstone of XL Marketing’s success has been the strong emphasis on training and agent engagement. We believe that call centre...