TMCnet

Beyond the Scorecard: Measuring the Impact of Agent Training

Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...
Purdue University

Study confirms corporate investment in call centers

WEST LAFAYETTE, Ind. -- Business call center budgets are growing by 12 percent per year, salaries are on the rise, and employee turnover is down, according to a Purdue University study. The 1998 Call ...
CNN

Pew survey finds 911 call centers lack proper training to deal with behavioral health crises

A Pew survey of 911 call centers around the US released Tuesday found few have staff with behavioral health crisis training, and most have only limited options in how they respond to crisis calls. The ...
Forbes

Why Call Center Agents Are Today's Heroes

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...