Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

Vanderbilt basketball has shown flashes of high-level play but struggles with inconsistency. The home loss to Oklahoma highlighted the team's defensive and mental lapses. Injuries to key guards Duke ...

When the 58-year-old fraud victim told investigators in Maryland the details of how she had been duped out of $1.7 million, they knew she was hardly alone. A year-long, expanding investigation — the ...

A state-level Democratic win in a Texas region that voted for President Trump by 17 points threatens to diminish the GOP’s hopes for the midterm elections, in what one of the state’s most powerful ...

Tulsi Gabbard, the director of national intelligence, brokered the call and President Trump directly questioned frontline agents on the inquiry, The Times has learned. By William K. Rashbaum Devlin ...

A court storm is typically an event that a college student might experience once or twice during their time in school—if ever at all. However, every so often the momentum of a near-upset brings a ...

Thanks to a Big 12 Conference scheduling quirk, Utah doesn't have to wait very long for a rematch with rival BYU. Two weeks after a close contest between the two neighboring programs, the Utes (9-10 ...

Financial literacy is more important than most people realize. This call center agent received a call from a customer who wanted to inquire about her credit card points. He later realized that she ...

JOHNSON CITY, Tenn. (WJHL) — AT&T has decided to transition its Johnson City call center to a “work-from-home model,” a company spokesperson confirmed on Monday. The spokesperson said local employees ...