Tag Archives | Agent Management
Use Desktop Analytics to Improve Your Servicing Environment
Why Won’t Anyone Listen to Me?
We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?
Why Contact Centers Don’t Adopt Performance Management
12 Questions to Ask Before Starting an At-Home Agent Program
Contact center performance management leads to happier customers
Learn how to reduce attrition and keep Millenials in your contact center with these do’s and don’ts.
Use workforce management to improve agent satisfaction.
As a contact center manager, I know how frustrating it can be for agents when they are tethered to their phone for hours at a time dealing with both nice and some very challenging customers. I am always on the lookout for effective ways to help agents manage stress and stay energized. Can you suggest […]
Can you please give me an example of how to develop an action plan for agents after quality assurance monitoring?
Doing More of What You Already Do
Contact Center Performance Management Packages Deliver Actionable Results and Rapid Benefits
Are employees in a call center allowed to have personal wireless phones in their possession, or is this prohibited by the FCC? What other federal laws govern the call center business?
Techniques for Decreasing Agent Attrition
Customer Experience Management – Moving from Strategy to Practice
I was reading your article on the 14 best practices for managing remote agents. I have the following question – which is the best assessment for determining if an agent is a self starter?
Managing remote call center agents: 14 best practices
Call center salary: How to reward agents based on a performance appraisal
The Contact Center Performance Management Market is on the Rise
Contact Center Performance Management Guide
I am training for my first call center job and already there are a lot of things to take in. What are some common mistakes that first-time call center agents make, or some common areas of weakness?