Strategies for Hiring in a Virtual Call Center
By Mary Naylor As more call centers transition to a partially or fully home-based model, the improved capabilities of a virtual workforce are crystallizing. Managers … Read more
By Mary Naylor As more call centers transition to a partially or fully home-based model, the improved capabilities of a virtual workforce are crystallizing. Managers … Read more
By Jim Mitchell Imagine a contact center where agents can answer customer calls from the comfort of their own home and can be flexible with … Read more
By Luke McNally For everyone in call center management who regularly has the opportunity to walk the floor and scan the rows of faces, you’ve … Read more
By Ray Pelletier Many call center managers consider new agent hires as short-term investments in a call center’s future. However, the fact is that today’s … Read more
By Peter Lyle DeHaan, PhD My son, Dan, recently completed his first year of college. After spending last summer relegated to working a smattering of … Read more
By David Filwood In your call center you have three different types of telephone agents: top performers, adequate agents, and marginal agents. Top Performing Agents: … Read more
By Bernie O’Donnell “My assets go home every night!” So remarked Michael Eisner, Disney’s CEO. Eisner’s comment is an example of the current thinking that … Read more
By Bernie O’Donnell Have you ever hired someone who just didn’t work out the way you expected? What did it cost you in billing? Client … Read more
One of the most difficult tasks for a call center is recruiting and training good call agents. Since the success of any center relies on … Read more
By Greg Levin There is a big difference between accepting employee diversity and embracing it. While most corporations today claim to actively promote diversity in … Read more