Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact…
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The times, they are definitely a-changin’ for the call center business. Never before has this industry experienced such a convergence…
Read More »It’s an unfortunate reality in many companies that, anytime the budget needs to be tightened, staff development becomes an easy…
Read More »Reward and recognition, merit pay allocation, promotions — programs like these are usually designed to reward your Superstars, those employees…
Read More »Some companies view collectors as a necessary evil, like the Hunchback of Notre Dame. “Yes, we have them, but they’re…
Read More »“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me…
Read More »How does lifelong learning translate into the contact center? In an ideal world, a lifelong learning environment would afford agents,…
Read More »I have a confession to make. I made a huge mistake. It happened 12 years ago, when I managed the…
Read More »The ability to provide world-class contact center service is directly linked to employees with the right attitude, skills and motivation…
Read More »Every manager holds a quiver full of beliefs about how to manage and develop their team. They work to get…
Read More »Prepare new-hires for life in the call center by replicating the true work environment during the initial training phase. I…
Read More »Last time we examined the best of employee performance — how to polish the shine on your high- performers and…
Read More »Let’s get right to it … Vocabulary is a key player when it comes to Customer Care. Choosing the best…
Read More »Contact Center Supervisors are the first tier of management at the front line of the Customer Experience. But are they…
Read More »Like death and taxes, we can’t escape the need for new-hire training in the contact center. New reps have to…
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