The reality is that job-related stress has long been the nemesis of employees/employers around the globe. Stress has been linked in studies to everything from increased illness and related absenteeism, lower productivity to obesity. Given the economic situation we have experienced over the last few years, the reality is that many are working harder for less money, and still wind … Read More
Getting Your Team in the Zone
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 … Read More
How to Retain Your Best Call Center Agents
Technology has inspired many changes to the call center, but one challenge remains unchanged, consistent and vital to the success of a business; finding and retaining outstanding agents. This article from ICMI was written in 2008, however the five tips it provides for agent retention are just as helpful today and perhaps even more so, as the people skills many of … Read More
Getting Your Team in the Zone
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
Automate This! How to Increase Productivity from Your Business Processes
By Sam Marzianno of Blinds.com “This article is brought to you courtesy of Call Center Times.” “Why does it take SO LONG to get something done around here?” It’s happened to you hasn’t it? Those days when you realize that you do not have to work for the local courthouse to get caught in the layers of a complex red … Read More
Creating the Remarkable: 4 Rules to Upgrade Customer Experience
“This article is brought to you courtesy of Call Center Times.” By – Sara Carter, VP Marketing, Dialogue Marketing In October 2011, April, a customer service advocate for a large cell phone provider, took a call that seemed like any other call. The customer wanted to make a payment to his cell phone bill. As the advocate began processing the … Read More
