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 …
Sales Commission Plan Structure: What’s Best?
There is an interesting new study out from Accenture entitled, “Optimizing Sales Effectiveness to Achieve High Performance: 2011 Sales Performance Optimization Study.” Besides having an impressively long name, the study delivers good insight into an issue that is near and …
The 80/20 Rule: How to Identify the Right Human Capital Metrics for Your Organization
CallMe! recently gave a talk at HR.com entitled, The 80/20 Rule: How to Identify the Right Human Capital Metrics for Your Organization. We are including the introduction and the slides for our readers: Introduction What are the right few human capital …
Recent Posts
Xerox to Drop ACS Name to Complete Acquisition of Call Center Business
Top 5 Largest US Call Center Companies
Call It a Week! February 17, 2012: Valentines Day Edition
4 Steps to Better Call Center Recruiting Process
Call It a Week! February 10, 2012
Featured Posts
Do Call Center Agents Make Good Call Center Managers?
4 Steps to Better Call Center Recruiting Process
Customer Service & Social Media: Interview with Frank Eliason
Sales Commission Plan Structure: What’s Best?
The 80/20 Rule: How to Identify the Right Human Capital Metrics for Your Organization
Call Center Operations
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
Call Center Insider: Interview with Tim Searcy, CEO of ACCENT Marketing Services
CallMe! IQ is proud to profile Tim Searcy, CEO
Call Center Turnover Problem? Check Your “Span of Control”
Many call centers struggle against high agent turnover, a
Should Call Center Agents Work From Home? A Decision Tree
Mindflash.com has a great decision tree that helps you
Human Capital Management
4 Steps to Better Call Center Recruiting Process
In their new book, "Calculating Success: How the New
CallMe! Presenting on Human Capital Metrics at Institute of Human Resources
November 1, 2011, Atlanta, GA - CallMe! Managing Partner RJ Milnor to speak at Institute
CallMe! Presenting “The Meaning of Engagement” at The Human Capital Institute
November 1, 2011, Atlanta, GA - CallMe! Managing Partner RJ Milnor will be
