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May 2006 Volume 14, Number 4 Managing Labor in a Virtual Call Center By Sharon Grossman An increasing number of employees are working from home. To address this, call centers are going "virtual" to keep agents from jumping ship and to control equipment and real estate costs associated with a traditional call center. But just how do you manage someone you can't see? Shifting the Remote Agent Paradigm By Steve VerBurg The idea of staffing a call center with virtual agents seems foreign to many people, but ironically, that's how the industry got started. If you can sell your clients on the concept, you should sell yourself as well! Remote Agent Stations: Easing the Pain of Scheduling By Les Bidewell Read how Select Communications connected their offices together to address the challenge of staffing appropriately to hold costs down and deal with traffic peaks. From the Publisher: The Ripple Effect, By Peter DeHaan |
Managing Around the Sun: Tips For The Virtual Manager By Cate Jones Do you think running a call center is hard? Try doing it when your agents are spread around the world! Here are tips from those managers who have made remote staffing work.
Headset Management in the Dispersed World By Paul Jenkins As call centers become more spread out, it's not just that agents that are harder to manage, so is the associated equipment. Even something as simple as headsets can mushroom into a huge cost if not properly managed. Courtesy of Steve Michaels |
Whitepapers: Implementing Remote Agents, presented by Alston Tascom Maximize your ROI on Contact Center Surveying, presented by Customer Relationship Metrics Performance Management: Timely Information to Drive Results, presented by IEX Corporation SIP: More Features, Fewer Costs, presented by CPT International From MyArticleArchive: Cross-Selling Takes Teamwork by John Boe Don't Take New Hires For Granted by Bill Lee Five Key Behaviors for Sales Breakthroughs by Alan Vengel Get the Results You Want in Business and in Life by Chip Eichelberger Working Well with Others by Brian Tracy News · Advertiser list · Home
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