You can’t have an efficient and productive contact center if your staff isn’t equipped with exemplary training.

With the continued rollout of vaccines and the move toward a new normal, consumer shopping trends continue to evolve.

Consider how many times you’ve typed or shouted, “Speak to a representative,” at a chatbot or interactive voice menu that struggled to understand your question.

Companies invest in recruiting effort, equipment, and a host of processes to bring a new hire up to speed, yet they rarely measure how long it takes to ramp up performance. It’s time for a...