Resilience and Financial Wellness: Thriving in the Call Center Industry
By Martha Hagemann Working in a call center is both rewarding and demanding. Agents face long hours, constant customer interactions, and the pressure of meeting … Read more
Human Resource Articles
Addressing Call Center Stress Syndrome
By Nicole Limpert Call Center Stress Syndrome (CCSS) is a form of burnout that is highly prevalent among call center agents, mainly due to the … Read more
Five Essential Skills Every Call Center Agent Should Have
Hire The Right Staff to Achieve Optimal Outcomes By Peter Lyle DeHaan, PhD Call center success hinges on your agents. The right agents produce the … Read more
Unveiling the Heart of Call Centers Workers: What Employees Want Their Boss to Know
By Genevieve Carrenard Call centers are the pulse of customer service, serving as the bridge between companies and their clients. Yet, beneath the buzzing hum … Read more
Exploring Virtual Call Centers
Consider the Pros and Cons By Peter Lyle DeHaan, PhD Call centers were once centralized operations that functioned at a singular facility. Yet, thanks to … Read more
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
How to Solve the Agent Attrition Problem
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
Enhancing Employee Engagement
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
Is Your Agent Incentive Program More Like Applebee’s or McDonald’s?
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
Playing Games with Customer and Employee Satisfaction
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