All posts in Call Center Operations

Do remote (or work from home) call center agents damage net promoter score? Here is a case study that suggests they might: You should follow us on

Call Centers act as the forward facing representative of the company's brand. Failing to recognize this puts the entire company's brand at risk: The more pressing challenge to tackle

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

We are strong believers that it is particularly important for call centers to match candidates to their center from a skill set and personality standpoint. That being said,

CallMe! IQ is proud to profile Tim Searcy, CEO of ACCENT Marketing Services, in our first feature length interview. Tim has spent 25 years in the direct marketing

Many call centers struggle against high agent turnover, a problem that strains recruiters and threatens customer relationships.  If you are one of those call centers (and if you’re

Mindflash.com has a great decision tree that helps you make the decision on whether you should like your employees work from home or not. While somewhat tongue in

Unfortunately, we see Call Center companies the world over consistently making the same mistakes in their hiring processes. The reason is almost always the same:  a "we have

Every day, call center professionals across the world wake up and face a never-ending battle with employee turnover.  With annual rates hovering around 70% globally, it is a