call center agent retention

How to Know What Agents are Saying to Your Customers

By Pablo Valenciano | March 12, 2015

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If you are running a call center, you may be wondering how to know what agents are saying to your customers. With VoIP solutions, companies around the world are using valuable features that help monitor and improve their daily operations. In this article we will discuss an effective way to monitor telephone calls involving your customers and agents.

How to Keep Call Center Employees On Your Team

By Pablo Valenciano | January 29, 2015

Unsure how to keep call center employees on your team? If you’ve got the right people for the job, it is worth investing your time, energy and resources into keeping them. In this article we will discuss how to avoid turnover and keep your top-notch employees on your team.