The Power of Recorded Calls in Coaching
Most contact center agents truly want to do a great job. They want to efficiently resolve caller issues, create memorable […]
16
Oct
11
Oct
3 Steps to Find Your Call Center Efficiency Sweet Spot
There’s no getting around it — the role of a workforce manager is tough. Whether it’s the daily tug-of-war between […]
27
Sep
The 3 P’s of Call Center Management
Call center management is no easy task. You hired your agents for one primary job: to interact with your customers, […]
25
Sep
Turnover a New Leaf: How to Reduce Attrition in the Call Center
The call center agent’s job isn’t an easy one. In addition to their primary job – interacting with customers and […]
20
Sep
How Do You Teach “The Power of One” to Your Agents
As workforce management professionals, we all know the difference that just one agent can make in our net staffing. Unfortunately, […]
28
Aug
Present and Accountable: Paving the Way for Agent Adherence
A key agent-level metric in any contact center is Adherence to Schedule – also known simply as “adherence” or, in […]