agent management articles

By Trent Larson Some companies – especially those that deal with sensitive customer data such as health information or financial data – have shied away … Read more

By Jim Ball A recent Accenture survey found that nearly 50 percent of healthcare customers are willing to pay more for quality customer service. Yes, … Read more

By Danita Johnson Hughes Sometimes you might wonder if we truly live in a civilized society. It seems that rude and discourteous behavior is on … Read more

By Rosanne D’Ausilio, Ph.D. According to a recent survey conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic … Read more

By David Michael Drenk “Hal, can you transfer me to Dr. Smith?” “I’m sorry, Dave. I’m afraid I can’t do that.” Attitudes about message scripting … Read more

By Claudia Timbo Typically, the best person to go to when seeking help is someone who has been there before. At Corporate Call Center (CCC), … Read more

Determining Proper Call Center Staffing Requirements is Key to Success By Ellis Smith Operation and management of inbound call centers is a specialized field serving … Read more

By Kelli Massaro Retaining top performers is essential to call center success. The challenge is to create a positive work culture that sustains, nurtures, and … Read more

By LeAnn Thieman With increased workloads, demanding staff ratios, and challenging work conditions, many employees are feeling burned out – not just those in the … Read more

By Kelli Massaro Individuals have several basic intrinsic needs that must be met in the workplace to feel satisfied. As a manager, if you can … Read more