manager
5 Findings on Agent Experience in a Flexible World
May 09 by Grace FreundAgent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents.
Talking About The Weather Does Have Its Purposes
January 19 by Michael BarbagalloOne of the most difficult tasks I ever completed as a contact center manager was to convince a newly promoted supervisor to leave his office and spend time with his agents. Initially he saw no value...
X-Raying Your Customer Touch Points: Is Your Call Center In Concert With Customer Demand?
August 04 by Anupam JaloteThe global economic crisis of 2009 has been done to death. I mean wherever you look, you have articles, blogs, Web pages, TV shows and even the odd book or two—all warning, preaching, scaring...
Five Key Steps to Become a Valuable Asset to Your New Call Center Manager
February 05 by Glenn PaschYou just found out your boss at the call center is being replaced with someone from outside your company. There were rumors going around that your department was underperforming and upper management...
Five Ideas for Motivating and Engaging Your Call Center Representatives
January 14 by Art HallStruggling with ideas on how to engage and motivate your call center representatives? There is one thing that I know from experience—both as a call center representative and an executive call...
Thank God It's Monday! How To Create a Workplace That You and Your Customers Love
December 22 by Blake LandauRoxanne Emmerich is stirring things up in the customer service world. Her new book Thank God It’s Monday! Creating a Workplace Your Employees and Your Customers Love makes the business case fo...