Call Control through Call Scripting
Consistency of the caller experience is a key, but often illusive, component of call center quality. In the past, call centers focused on extensive agent … Read more
Consistency of the caller experience is a key, but often illusive, component of call center quality. In the past, call centers focused on extensive agent … Read more
By Scott Miles and Sharon Bohm Growing competition in an open market has forced companies to take a more customer-centered approach to conducting business in … Read more
By James Long, Ph.D. One of the toughest challenges for call center managers is keeping morale at a high level. Agents’ morale has the potential … Read more
By Robert Hogan, Ph.D. Organizational experts have been praising the benefits of the virtual office as well as the virtual organization, for years. Now, with … Read more
By Greg Levin Average turnover rates ranging from 30 to 50 percent. Problems with employee absenteeism and adherence to schedule. An increase in the number … Read more
By Penny Reynolds One of the most difficult challenges faced by call center management today is how to retain qualified workers. In the call center … Read more
By Peter Lyle DeHaan, PhD In retail, the term shrinkage is euphemistically used to reference stock which “disappears” before it can be sold. In essence … Read more
By Matthew Hoffman The traditional model of call center monitoring needs a major overhaul. While call centers want to ensure that callers’ requests are handled … Read more
By Penny Reynolds The long-term success of any organization, particularly a service organization such as a call center, depends upon continuous improvement. The key to … Read more
By David Friedman Unfortunately, conflict between human beings is about as old as life itself. Is there any doubt that early cave dwellers likely got … Read more