The Power of One
By Penny Reynolds Whether manually created or developed through workforce management systems, once a set of workforce schedules has been carefully devised, it’s critical that … Read more
By Penny Reynolds Whether manually created or developed through workforce management systems, once a set of workforce schedules has been carefully devised, it’s critical that … Read more
By Dr. Jodie Monger Are you ever asked how well your call center is serving your clients and callers? Many centers rely on a summary … Read more
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
By Stephen Manallack On his first day as manager of a call center, a colleague posted a sign in the office that read: “Our reaction … Read more
By Peter Lyle DeHaan, PhD For years, starting when the teleservices industry was in its infancy, call center managers have likely wish that their staff … Read more
By Tom Sheridan When a manager thinks of a call center or telemessaging service, a room full of agents busily typing and talking comes to … Read more
By Elaine Senecal; Illustration by Chris Lewis We can all agree the call center representative’s offensive remark was inappropriate. We all know how we would … Read more
By Stephen Manallack It is said that creativity and management are a great team. Yet, so many in senior management positions say, “I just can’t … Read more
By Lisa Olson Do you have times when employee morale is low? Do your employees seem unhappy, maybe even scared? These types of issues usually … Read more
By David Saxby If you were to review the memories from your youth, chances are there was a teacher, a friend, or a family acquaintance … Read more