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Welcome to The Call Center School blog, where we share our professional expertise, tips & tricks, and real-world experience around call center training and operations.

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Armand Zohari Ashley Kalcic Juliet Rizek Kathrin Klemmer Lorraine Mullen Mira Matus Philip Barron Ravi Shivnani Shane Corey The Call Center School Twan de Leijer

Enhancements to our Quality Assurance Program

Product Updates

Enhancements to our Quality Assurance Program

The Call Center School Dec 08, 2015 1 min read

10 Tips to Exceed Customer Expectations With Home Agents

Customer Service | Customer Satisfaction | Remote Staffing / Training

10 Tips to Exceed Customer Expectations With Home Agents

Philip Barron Nov 11, 2015 5 min read

Home training for call center agents doesn’t have to be a headache!

Contact Center Training | Remote Staffing / Training

Home training for call center agents doesn’t have to be a headache!

Philip Barron Nov 05, 2015 4 min read

Fact or Fiction? Customer service has a parallel effect on customer retention.

Customer Service

Fact or Fiction? Customer service has a parallel effect on customer retention.

Philip Barron Jul 21, 2015 4 min read

Assessing Ongoing Training in the Contact Center

Contact Center Training

Assessing Ongoing Training in the Contact Center

Shane Corey May 15, 2015 2 min read

Does blended learning really have a place in the contact center?

Blended Learning | Contact Center Training

Does blended learning really have a place in the contact center?

Philip Barron May 14, 2015 2 min read

How responsive is the future of learning on the go?

Contact Center Training | Remote Staffing / Training

How responsive is the future of learning on the go?

Philip Barron Apr 15, 2015 4 min read

Remote Staffing: An Alternative to Traditional Contact Center Staffing

Remote Staffing / Training

Remote Staffing: An Alternative to Traditional Contact Center Staffing

Ashley Kalcic Mar 16, 2015 3 min read

The Costs of Call Center Overstaffing and Understaffing

Workforce Management

The Costs of Call Center Overstaffing and Understaffing

Ashley Kalcic Feb 24, 2015 3 min read

Steps of Workforce Management

Workforce Management

Steps of Workforce Management

Ashley Kalcic Feb 24, 2015 3 min read

E-learning or Classroom Training?

Blended Learning | Contact Center Training

E-learning or Classroom Training?

Shane Corey Feb 18, 2015 3 min read

Updates to the Quality Assurance Program

Product Updates

Updates to the Quality Assurance Program

The Call Center School Dec 08, 2014 1 min read

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The Costs of Call Center Overstaffing and Understaffing

The Costs of Call Center Overstaffing and Understaffing

Steps of Workforce Management

Steps of Workforce Management

The Contact Center Workforce Manager Skill Set for Forecasting

The Contact Center Workforce Manager Skill Set for Forecasting

4 Simple Techniques to Keep Your Agents Fresh And Focused

4 Simple Techniques to Keep Your Agents Fresh And Focused