Call Center Case Study: Performance Evaluation in a Virtual Agent Environment
By Judy McOstrich Free & Clear is a nationally recognized leader in the field of tobacco cessation. Its program is consistently recognized by the American … Read more
By Judy McOstrich Free & Clear is a nationally recognized leader in the field of tobacco cessation. Its program is consistently recognized by the American … Read more
By Jean Marie Johnson Some years ago, I was involved with an organization that had just acquired a high-tech call reporting system. The new system … Read more
By Jim Murphy When fighter pilots approach a mission, they take steps to ensure flawless execution, such as planning and briefing. This is a part … Read more
By Marsha Lindquist Losing talented, quality employees is always difficult for an organization, but especially for a call center. Not only does it mean finding … Read more
By Lonnie Pacelli Pride. Envy. Gluttony. Lust. Anger. Greed. Sloth. You either recognize these as the seven deadly sins or as themes for prime-time television. … Read more
By Ted Gannan Rolling out new software and processes to employees or bringing a new employee up to speed is much like trying to master … Read more
By Dennis Buchanan Do you ever feel that keeping your call center fully staffed is an elusive goal? Just when that last vacant position has … Read more
By Brian Tracy Once you know how to empower, motivate, and inspire people, they will want to work with you to help you achieve your … Read more
By Lior Arussy I recently attended a Formula 1 car race in Europe. Being close to the pit and having a special access pass allowed … Read more
By Dale Collie Workplace stress costs American businesses as much as 45 percent of after-tax profits, according to Foster Higgins Inc., a New Jersey insurance … Read more