When the EEOC Comes Knocking…
By Abena Sanders As a call center manager, finding an Equal Employment Opportunity Commission (EEOC) charge in your inbox may cause fear and confusion. Is … Read more
Hiring Call Center Agents
The Business Case for Virtual Interviewing
By Kevin Hegebarth Despite the continued soft economy, contact center hiring has remained strong. According to Saddletree Research, the contact center industry has added over … Read more
Jobs4America: How Intrepid Leaders Are Jump-Starting Job Growth in America
By Jim Kohlenberger As Americans, perhaps the single biggest challenge facing us today is generating new jobs here in our own country. In times of … Read more
Filling Your Call Center with Proactive, Self-Reliant Agents
By Luis Echevarria Direct response is a scripted environment, but every client would love to know they have an army of agents who think for … Read more
Are We There Yet?
By Tori J. Miller Those who run a call center in today’s economic times have a low turnover rate. They also enjoy large pools of … Read more
The Effects of High Unemployment
By Peter Lyle DeHaan, PhD With the unemployment rate running so high, businesses needing to hire find themselves in a “buyer’s market.” There are plenty … Read more
Seniors Helping Seniors Is Proving to Be Effective
By Claudia Timbo Typically, the best person to go to when seeking help is someone who has been there before. At Corporate Call Center (CCC), … Read more
Assessment Tools: What They Do and Why You Should Be Harnessing Their Power
By David Ostberg, PhD Just as frontline call center agents are highly influential in forming lasting, positive impressions, high agent turnover rates significantly damage a … Read more
What Does an Agent Really Cost, and Could You Use an Extra One or Two?
By Doris Primicerio Although the starting rate for an agent can vary greatly, let’s assume a nominal rate of $8.50 per hour. When the cost … Read more
Benefits of Virtualization for Call Centers
By John Hird In the 21st century, the ability to enable and increase the productivity of “virtual” workers has been a major focus for IT … Read more