Call centers have come a long way in the past five years in terms of elevating the role and stature of their operations. One contributing factor is the move to provide certification programs that can ...

Call center training is changing. It's becoming more sophisticated as better tools come into the environment. It's also become more long-term, stretching out beyond the initial hire into the realms of ...

WESTLAKE VILLAGE, Calif.: 13 December 2012 — Freeman has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Call Center Certification ...

WESTLAKE VILLAGE, Calif.: 5 April 2012 — The Hartford Financial Services Group Inc. has been recognized for call center operation customer satisfaction excellence for a seventh consecutive year under ...

During a recent best-practice study, a call-center certification tale piqued my curiosity. I must admit to becoming a little jaded because of all the call-center certifications that have come and gone ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

PITTSBURGH, Oct. 4, 2012 /PRNewswire/ -- UPMC Health Plan has once again been recognized for call center excellence under the J.D. Power and Associates 2012 Call Center Certification Program(SM). To ...

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 ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...