A company's heart is often its call center since it provides a first line of defense for customer dissatisfaction, as well as an unparalleled opportunity for cross selling. But building and ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

This means that standard personality analysis and communication evaluations are not enough. To ensure that call center professionals are truly up to the task, a more advanced call center live ...

Considering the tremendous investment that goes into a corporate call center, improving productivity and efficiency is a business imperative for managers. There is only so much an agent with a headset ...