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April 2008 The Challenge of Remote Agent Training By Lindsay Gibson The training of remote agents is especially challenging. Lindsay Gibson offers her tips to help overcome the difficulties in training a remotely distributed workforce. Training and Managing Remote Agents By Doris Primicerio The hiring and training of remote agents needs to be done with the same care and attention as local agents. Taking shortcuts or not giving this your full attention is an invitation to problems and turmoil. From the Publisher Mind Your Business: Q & A with Steve Michaels Do You Provide World-Class Service? By Michael Guld The pressures of globalization, technology, market segmentation, consumer skepticism, and numerous alternatives can leave you wondering what you need to do to stand out from competitors. Providing world-class service is a sure solution, but what does that mean, and how do you do it? |
By Rosanne D'Ausilio The biggest challenge for call centers is agent training. On one side are high training costs, exacerbated by high turnover. On the other side is poor service leading to lost clients and depressed profitability. A few relevant facts might help clarify the situation.
Learn to Earn: 10 Tips for Financial Success By Steve Michaels Steve Michaels shares excerpts and his thoughts on Robert Kiyosaki’s book Rich Dad Poor Dad as it applies to the teleservice industry. The Next Level in Performance Management By Cliff Hurst Most call centers measure efficiency, responsiveness, and quality. As an industry, we do a great job tracking efficiency and are effective with responsiveness, but we need improvement with quality. Quality monitoring is much more than addressing individual agent performance; it is time that we get quality right. |
Empower Employees Using eLearning Technologies By Patrick Botz Call center work is hard. Agents face constant rejection and complaints; the resulting stress affects quality and performance. Real-time training and performance management technologies can be implemented to provide call centers with tools to better deal with and respond to these issues. Proactively Boost Performance and Improve the Customer Experience, presented by VPI The Art of Coaching in the Contact Center, by Mark Selcow and Matt Glickman from Merced Systems From MyArticleArchive: Myths About Multicultural Customers How to Get Older and Younger People to Work Together Bring Trust and Loyalty Back to the Workplace When Gen-X is in Charge: Harness the Younger Leadership Style Simple & Easy Media Tips to Getting and Giving Interviews News · Classifieds · Vendor list · Home
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