Hiring, Training, and Retaining Remote Contact Center Agents
By April Forer In an employee market it is difficult to hire and retain loyal employees. When there are labor shortages, you must up your … Read more
By April Forer In an employee market it is difficult to hire and retain loyal employees. When there are labor shortages, you must up your … Read more
By Tom Marsden We all know it: call centers are a tricky place to work long term. Managing inbound customer complaints is no one’s favorite … Read more
By Donna Fluss Employee engagement is an important topic to me. Prior to becoming a consultant, I spent fourteen years building and managing contact centers, … Read more
By Robert Cowen Two popular restaurants, Applebee’s and McDonald’s, both offer incentives to their customers. Applebee’s wants customers to complete a survey indicating how they … Read more
By Jeff Canter Gamification – the use of game elements like an organized system to accrue points, well-defined rules of play, and leaderboards in non-traditional … Read more
By Abena Sanders Harassment in the call center is disruptive to both employee morale and an employer’s bottom line. While sexual harassment has assumed a … Read more
By Sherry Leonard If I hadn’t experienced it, I wouldn’t have believed our wellness program could reduce attrition by 50 percent, absenteeism by 80 percent, … Read more
By Abena Sanders In today’s overly litigious workplace, the act of terminating an employee has become a high-risk proposition. As the employment landscape grows bleaker … Read more
By Steve Michaels Q: “If an employee signs a non-compete agreement and the company is purchased, is this agreement passed on to the new owner?” … Read more
By Kelli Massaro Retaining top performers is essential to call center success. The challenge is to create a positive work culture that sustains, nurtures, and … Read more