Boost your call center's performance with these 11 key managerial skills. Dive deep into the roles and responsibilities of a call center manager and explore how to identify these skills during the hiring process. Also, see how an employee monitoring tool like Insightful can make call center management more effective and efficient.

Looking to empower your call center agents and excel in customer service? This insightful guide provides a deep dive into call center training, offering eight strategic best practices for effective training. Learn how to align training with business goals, foster a culture of continuous learning, leverage technology, and more. Find out how Insightful, a leading workforce analytics platform, can help optimize your training programs for maximum efficiency.

Have you ever seen employees covering for their co-workers by punching their time cards? Or maybe you’ve noticed inconsistencies in your payroll records, making you question your workforce’s honesty. If so, welcome to the world of “buddy punching,” where one employee punches in for another, causing payroll and HR issues for your business.