Back to Basics
By Nancy Friedman It’s a well known fact. That first voice you hear when you call a company sets the tone, makes the first impression, … Read more
Hiring Call Center Agents
Employing Persons with Disabilities
By Don Vena Since the Americans With Disabilities Act passed in 1990, more than 50 million Americans living with disabilities have been affected in various … Read more
Are Remote Agents in Your Staffing Future?
By Penny Reynolds One of the most critical steps in making and receiving customer calls is deciding not just how many agents will be needed, … Read more
Recruiting and Retaining Staff In A Small Business
By Ron Beilin and Paul DelFino Over the years, we have seen the frustration, anxiety, and compounded challenges that small business entrepreneurs experience in managing … Read more
Effective Employee Management Begins Before You Hire
By Joseph Sefcik Have you ever reflected on a new hire and said to yourself, “I made a mistake in hiring this employee?” If so, … Read more
Prison Call Centers May Re-Launch in Canada
By Nicole Davis The average citizen doesn’t want to chat with convicted felons. So the idea that prisoners might call our homes to ask us … Read more
From The Other Side Of The Desk: Job Candidates Tell What They Like — And Don’t Like — in the Recruiting Process
By Malcolm C. McCulloch, Ph.D. How many times have you recruited an exciting candidate for your contact center, only to have the person walk away, … Read more
Looking for Good Employees? Then Get Out of Town!
By Steve Clover A robust economy is a mixed blessing for the small business owner. Capitol is abundant. Interest rates are low. Your customers are … Read more