Getting Your Team in the Zone

Guest WriterTech-Only Posts1 Comment

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

Guest WriterUncategorized1 Comment

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