The Call Center Agent Employee Lifecycle
Call center agents go through a lifecycle starting at the point they are hired for the call center job and ending at the point they leave the company. Often, this cycle leads to low engagement and performance and ultimately turnover. In our …
6 Keys to Effective Call Center Talent Management
In a new article in the MIT Sloan Management Review, Gunter Stahl suggests that top performing companies adhere to a set of talent management principals that guide how they acquire new talent and manage the talent they already have. After …
Do Call Center Agents Make Good Call Center Managers?
Call center companies often promote top performing agents to managerial positions, but is the practice of hiring from within a wise talent management decision? Research shows that providing a clear career path can be a critical element in reducing employee …
4 Steps to Better Call Center Recruiting Process
In their new book, “Calculating Success: How the New Workplace Analytics Will Revitalize Your Organization“, Carl Hoffmann, Eric Lesser, and Tim Ringo lay out the steps Delta Airlines went through to get more from their recruiting process – utilizing these four …
Customer Service & Social Media: Interview with Frank Eliason
Continuing our series of interviews with industry insiders, we are excited to share this interview with Frank Eliason (@FrankEliason). Frank, Citibank’s Senior Vice President of Social Media, has been described as the “most famous customer service manager in the U.S., possibly the …
Call Center Operations
Remote Call Center Agents Damage Net Promoter Score: A Case Study
Do remote (or work from home) call center agents
How Call Centers Help Companies Build Better Brands
Call Centers act as the forward facing representative of
Do Call Center Agents Make Good Call Center Managers?
Call center companies often promote top performing agents to
Interview Your Interviewer: Questions to Ask Potential Employers
We are strong believers that it is particularly important
Human Capital Management
What To Do About Worker Unhappiness
When it comes to worker happiness, do we really
Can Hiring Retirees Reduce Brain Drain?
In an interesting developing trend, some companies are turning
Using Metrics To Motivate Call Center Agents
Can call center metrics help motivate agents? We have
The Question to Ask about Employee Engagement
Does your organization conduct employee engagement surveys? If so,
Fixing Salespeople’s Biggest Complaint: My Territory is Too Small
Have your ever heard a salesperson say "how can
