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
Human Resource Articles
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
Conducting Effective Harassment Investigations
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
Boost Your Bottom Line with a Wellness Program
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