Getting Your Team in the Zone

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By Glenn Pasch At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those that … Read More

The Difference Between Coaching and Mentoring

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By Martin Webster The aim of this short article is to provide clarity for those in a workplace developmental relationship such as mentoring. That is, to understand the difference between coaching and mentoring. However, this is not straightforward since there is much confusion of definitions between practitioners. “A mentor is a more experienced individual willing to share knowledge with someone less experienced … Read More

New Solutions to an Age-Old Challenge

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By Kim Lockhart Senior Vice President, Randstad Staffing Kim.Lockhart@randstadusa.com For many contact centers, the issue of agent attrition is both long-standing and overwhelming. In fact, more than two-fifths (42.7 percent) of contact centers are experiencing agent attrition[1]. Furthermore, the average turnover rate in U.S. call centers is 43 percent and even worse for large centers with more than 1,000 agents … Read More