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Call Center Training

5 Ways to Enhance First Call Resolution
All contact center reps and managers understand the importance of metrics and TLAs (three letter acronyms). Among them, ‘FCR or first call resolution’ i...
How to Handle Escalated Calls in Call Center?
Contact center employees are accustomed to dealing with different kinds of customers having varied issues. But sometimes they are faced with situations ...
Why Do We Love Contact Centers?
Ever thought of a nightmare where you buy a product or sign up for a service and it utterly doesn’t live upto your expectations, and you have no means o...
5 Dumbest Things Call Center Agents do to Irk Customers
Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one un...
10 Surefire Call Center Training Methods That Improve Quality
Your call or customer contact center works as a conduit for the interaction between your company and the general public. Thus, naturally, the nature of ...
7 Popular Contact Center Misconceptions And the Truth About Them
“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq Call centers and contact c...
Everything You Need to Know About First Contact Resolution (FCR)
First contact resolution (FCR) refers to a customer’s issue being fully resolved during the first interaction with a contact center. FCR is a vital key ...
Turret – One of the Most Baffling Jargons Used In Call Centers
Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to tho...
5 Practical Tips to Make Your After-Call Work Quicker and More Efficient
It is a well known fact that one of the most important metrics or parameters based on which performance of a call center and its workforce is decided is...
How 'Fast Clear Down' can Impact Call Center Metrics
Fast Clear Down or FCD refers to the situation when a customer calling the contact center, upon hearing a delay announcement via the IVR, hangs up the c...