Why Telemarketing Programs Fail – Part 4
By Kathy Sisk In the final segment of “Why Telemarketing Programs Fail,” we’ll look at branching and agent learning curve. Branching: Branching means that an … Read more
By Kathy Sisk In the final segment of “Why Telemarketing Programs Fail,” we’ll look at branching and agent learning curve. Branching: Branching means that an … Read more
By Kathy Sisk In the last issue we discussed the expectations, the list, and the reporting needed when setting up and managing a campaign. Now … Read more
By Peter Lyle DeHaan, PhD My wife and I recently moved. There were the typical myriad of details to attend to, including arranging for utilities. … Read more
By Michelle Holztrager Telephone triage nursing has become a highly skilled and specialized field of nursing. At TeamHealth Medical Call Center, we believe telephone triage … Read more
By Rosanne D’Ausilio Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be … Read more
By Dennis Adsit, PhD Turnover may be the biggest challenge call center leaders face. Even in tough economic times, call center turnover is higher than … Read more
By Harold Goldberg According to Datamonitor, there are 80,000 call centers in the United States. People responsible for a company’s relationship with its customers staff … Read more
By Dick Bucci Agent coaching remains the most important responsibility of contact center supervisors. Blanket approaches are no longer effective in today’s world of growing … Read more
By Peggy Carlaw Have you ever asked for assistance with something, only to hear that nothing could be done to help you? How did that … Read more
By Judy McKee Coaching really works. Executive coaches and life coaches are making a name for themselves, and there are numerous coaching businesses that offer … Read more