Clik here to view.
Training Programs For The Contact Center
Agents desire extensive training and residual training (new hire training, product training, sales training). One of the questions potential new hires ask in interviews is whether there is training...
View ArticleClik here to view.
Rules and Process In The Contact Center Needs To Be Established
Agents want a management team that is empathetic. All veteran agents I have met have remained working for their supervisor because the supervisor clearly cares for them as people as well as workers....
View ArticleClik here to view.
Call Center Agents Want Excitement In Their Work Environment
Agents desire rules that are enforced. In many cases, policies and procedures are words with no foundation. Veteran agents have probably worked for call centers that had comprehensive rules for every...
View ArticleClik here to view.
Call Centers And Schools March To The Same Parallel
Agents see their jobs in the call center as an extension of school. Supervisors see that relationship as well. School is a symbol all employees can relate with because everybody who works in the call...
View ArticleClik here to view.
Provide Advancement Opportunities For Your Call Center Reps
Provide Advancement Opportunities. Agents hope for call centers that provide some opportunity to advance. Not all agents desire to move up in the organization, or within the organization. However,...
View ArticleClik here to view.
How Your Management Style Impacts Call Center Retention
Never Underestimate the Importance of Management Style. Never underestimate the power of managers to scare away fresh recruits. Agents want a management team that is empathetic. All veteran agents...
View ArticleClik here to view.
Improving The Agents Perception Of Call Center Management
John P. Grier once said, “Find a job you love and you’ll never work a day in your life.” To run an effective call center, management must take the time to analyze how call center agents perceive their...
View ArticleClik here to view.
How To Maintain Effective Communication Channels In The Contact Center
Maintain Consistent Channels of Communication. A majority of call center agents recognize that first-level supervisors have little decision-making capability. They understand that first-level...
View ArticleClik here to view.
The Importance of a GREAT Call Center Supervisor
Introduction A large number of call center supervisors fail to understand their daily and weekly job duties. They perform each day in auto-pilot, without any thought as to what their jobs really...
View ArticleClik here to view.
Creating The Supervisor’s Job Description
Introduction Call Center supervisors are the backbone to operations and performance. Supervisors are the management line that directly manages agents and directs the performance of your business. They...
View Article
