The Challenge of Remote Agent Training
By Lindsay Gibson Remote agent training can be one of the most challenging aspects of the hiring process for a virtual call center. There are … Read more
By Lindsay Gibson Remote agent training can be one of the most challenging aspects of the hiring process for a virtual call center. There are … Read more
By Katie Lemaire Conventional wisdom says that if you want to boost revenues at your call center, you simply cross-train your high-performing customer service reps … Read more
By Nancy Friedman, The Telephone Doctor At Telephone Doctor, we call the phrase, “Hi, how are you?” the four killer words. They are probably the … Read more
By Nancy Friedman , The Telephone Doctor Customer service plays such an important role in business today – no one will ever argue that. What … Read more
By Nancy Friedman, Telephone Doctor After fifteen years of being number one, “Being put on hold” dropped to the third spot in Telephone Doctor’s “What … Read more
By Nancy Friedman International Customer Service Week falls in October. Even so, we at Telephone Doctor like to celebrate customer service all year long – … Read more
By Patti Wood, M.A. We’ve all had this experience. You call a business, a harried voice asks you to hold, and before you have a … Read more
By Peter Lyle DeHaan, PhD A few weeks ago, I did something outrageous. I stopped answering my phone. Although that is a bold, foolhardy step … Read more
By Nancy Friedman, Telephone Doctor Name? Account number? Zip code? Mother’s maiden name? Sounds like a scene from a prison movie, doesn’t it? Well, it’s … Read more
By Nancy Friedman, Telephone Doctor The caller says: “Tell you what…I’ve decided not to take the Blue Widget.” Answer from a passive person: “Okay.” The … Read more