Contact Center Performance Management Guide
Tag Archives | Agent Management
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?
Can you provide some advice about call center agent desk sharing? Can this practice work? If so, what’s the best process to introduce and implement call center agents sharing desks?
Motivating Agents: Respect and Rewards Make a Big Difference
As a call center manager, how can I motivate agents and provide variety and growth opportunities in a call center where quantitative load and pace are of grave concern? Most call center agents are suffering from exhaustion and most are unmotivated.
How we can we get started with maximizing the efficiency, skills and motivation of call center agents? I am just looking for some basic suggestions.
Can you explain the benefits of remote agents (outside of the obvious — cost savings)? Can their performance be tracked using traditional methods? Do you have some numbers to make a case for this arrangement?
The Lost Art of Saying I’m Sorry
Implementing Performance Management in the Contact Center
Will Performance Management Liberate Contact Center Managers?
Unpaid Counseling in Times of Crisis