Samsung Call Center Quality Case Study

With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to…

4 months ago

Call Center Lessons on Leadership

Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight.…

4 months ago

The shifting dynamics of training in a pandemic

We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments…

2 years ago

Training partnership with CCMA offers enhanced contact center training for all

We are delighted to announce that we've extended the reach of our excellent training programmes by partnering with the CMMA…

2 years ago

Think & Grow Rich – why an 83-year-old business concept is still relevant today

Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over…

2 years ago

Special Interest Group: Exploring Empathy

Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a…

2 years ago

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