Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

PITTSBURGH, Oct. 4, 2012 /PRNewswire/ -- UPMC Health Plan has once again been recognized for call center excellence under the J.D. Power and Associates 2012 Call Center Certification Program(SM). To ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

If call center staffing certification, which we covered last month, is akin to teaching, testing and awarding diplomas, then call center operations certification is more like accrediting the school ...

WESTLAKE VILLAGE, Calif.: 22 January 2013 — Merrill Edge Advisory and Investment Centers have been recognized for call center operation customer satisfaction excellence under the J.D. Power and ...

RANCHO CORDOVA, Calif.--(BUSINESS WIRE)-- Health Net Federal Services, LLC, part of the Government Contracts segment of Health Net, Inc. (NYSE:HNT), today announced that it was once again recognized ...

DALLAS, Aug. 27 /PRNewswire-FirstCall/ -- Affiliated Computer Services, Inc. (NYSE: ACS) announced today that its Cary, North Carolina, facility has been recognized ...