Lessons Learned in Hiring Nearshore Contact Center Agents
A highly skilled agent with a rotten personality can do more harm than good. Here’s how we identify the best nearshore agent candidates. […]
Tips for Training Outsourced Agents
“Training agents is mission critical in the customer service industry, whether your agents are in-house, offshore, onshore, nearshore, or outsourced.” Our recent article, posted on ICMI.com, features four important tips worth considering during the contact center agent training process. […]
The Contact Center Must Evolve: 5 Trends to Watch
“Constant evolution is essential in the contact center industry.” Our recent article, posted on ICMI.com, authored by Callzilla President and CEO Neal Topf, features 5 notable trends to watch to stay ahead of the curve as contact centers continually grow and evolve. […]
What Qualities Should Your Call Center Representative Have?
If you have partnered with or vetted the services of a contact center outsourcing partner for your business, it is important that you know the roles played by call center agents. To put it simply, these agents represent your business. Why? They serve as the point of contact between you and your treasured customers. They’re the ones who attend to client concerns and the very people that become advocates for your goods or services. With that being said, it is important that you work with a contact center that trains and screens their employees efficiently. [...]
