Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers ...

Hiring an agent to work in your call center is one thing; having them stay is something else entirely. Louise Anderson sheds some light on how to make a call center less stressful and more manageable ...

To decide whom to hire, call center managers have to consider more than the skills jobseekers possess. They need to be sure candidates for positions as call center agents know what they're applying ...