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Category: Call Center Operations

contact center agent training

Call Center Operations

How to Measure the Effectiveness of Agent Training

The goal of contact center agent training is to equip agents with the knowledge to perform their roles and provide

August 7, 2019

efficiency in customer service

Call Center Operations

Why Efficiency Isn’t Always the Holy Grail in Customer Service

A recent market study by the CCW, entitled ‘The Future of the Contact Center in 2019’, brings up some interesting

June 5, 2019

2019 contact center trends

Business Practices

Contact Center Trends for 2019 and Beyond

Coming into the half way mark of 2019, I thought it would be the perfect time to look into some

May 22, 2019

gdpr and ccpa

Call Center Operations

General Data Protection vs. California Consumer Privacy Act

What’s the same? What’s different? Check out our infographic below!

February 18, 2019

California Consumer Privacy Act 2019

Call Center Operations

How Will the California Consumer Privacy Act Affect Your Business?

We’ve all been hearing about the California Consumer Privacy Act of 2018 (CCPA) and how it may or may not

February 13, 2019