Helping Remote Call Center Agents Succeed
By Ida Rowlands Some market analysts predict that by as early as 2009 remote agents will constitute approximately 7-1/2 percent of the total contact center … Read more
By Ida Rowlands Some market analysts predict that by as early as 2009 remote agents will constitute approximately 7-1/2 percent of the total contact center … Read more
By Natalie Romano, MBA, PMP One of the greatest challenges facing the contact centers today is employee retention. With the cost of training sometimes exceeding … Read more
By Cliff Hurst Ours is still a young industry. Management practices within call centers continue to evolve as our industry matures. We can be forgiven, … Read more
By Doris Primicerio Like in-house agent training, remote agent training is done much the same way. The applicant fills out an application and takes our … Read more
By Bill Price and Villette Nolon Contact centers today are all about empowering agents, investing in their skill development, and reducing escalating attrition. Yet most … Read more
By Sara Sutton Fell There is an increasingly notable trend that promises to redefine the way businesses save money and employees enjoy higher levels of … Read more
By Mark Selcow It’s often said that call center agents don’t leave companies, they leave supervisors. As the first line of coaching and quality, the … Read more
By Ozzie Fonseca Working as a customer service representative can be a challenging position for many reasons. In an inbound operation, for example, employees often … Read more
By Bob Webb There are a myriad of reasons why agents fall out of adherence and service levels plummet. It is an inherent problem for … Read more
By Cary Fulbright The advent of on-demand call center technology has changed the way many call centers operate. In addition to enabling companies to save … Read more