If you have watched the news even once during the COVID-19 coverage, you’ve heard stories about how small businesses have been hard-hit by the disaster, many unsure if they will have a

Unless you’re pretty handy with a crystal ball, no one could have predicted the current situation in which many businesses currently find themselves: closed temporarily due to a global pandemic. It’s like

It’s the middle of July. If you haven’t already, it’s high time you traded in those oxfords or stilettos for a pair of flip flops. Summer vacation is in full swing. As

Turn on any news channel, and you’re bound to hear at least one story where drug and alcohol addiction plays a starring, nefarious role. According to the National Survey on Drug Use

Answering the phone. It’s easy, right? Maybe for a seasoned receptionist. But for someone who is new to the working world, there is a rhythm and rhyme to expert phone answering. Everyone

How do you take classroom training, soft skills essentials, role play, and employee shadowing, and turn it into magic when new hires pick up their first call? Have faith in the tools

In our first post, we covered soft skills training for call center agents to take the guesswork out of teaching call center staff the art of communication. While having a presentation to

If you manage a call center, then you know that exceptional customer care is the cornerstone of success in the answering service industry. But whether you’re a call center professional, a retail

If you are running a small business, chances are that you are often overwhelmed and simply can’t get to every phone call. When you’re not in a position to hire a salaried

When you make the decision to start using a call center, either 24/7 or just as overflow support, the goal, of course, is that your callers will never experience hold times, or