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
Archive Tag: agent productivity
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, […]
30
Jul
Points to Consider Before Implementing Performance-Based Scheduling
Most call centers use one of three criteria for schedule selection: seniority, rotation, or performance (or some combination of these). […]
23
Jul
Contact Center Workforce Management: Not an Option for Businesses Looking to Delight Customers
When was the last time you called a contact center seeking help with an issue, and you were quickly connected […]