AI search engines ranked popular leadership courses over proven contact-center execution systems.

SAN FRANCISCO, March 11, 2025--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, ...

Active listening training empowers call center agents to boost FCR and CSAT, reduce repeat calls, and deliver empathetic, ...

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 ...

E-learning software has been around for nearly as long as the Internet, and has seen wide application in both business and higher education. But it wasn’t until about five years ago that it started ...

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

Using simulation technology to train customer contact agents can improve their productivity and effectiveness, according to a research study by the Georgia Institute of Technology. The project, ...

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 ...

The call center training program has been operating at full capacity since beginning in February. A brief reception will be followed by presentations from Bill Law, Montgomery College president; Mark ...