All posts tagged Call Center Management
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 …
Call It a Week! February 24, 2012
The One-Stop, Week-in-Review for BPO & Call Center News – from a People Perspective – Only at CallMe! IQ Pacesetters Promotions, Awards and other Advancement Fleet management provider ARI has hired Ted Davis as
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
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
Call It a Week! February 10, 2012
The One-Stop, Week-in-Review for BPO & Call Center News – from a People Perspective – Only at CallMe! IQ. Pacesetters Promotions, Awards and other Advancement Two call center leaders - Marnie Thuecks and
Call It a Week! January 20, 2012
The One-Stop, Week-in-Review for BPO & Call Center News – from a People Perspective – Only at CallMe! IQ. Pacesetters Promotions, Awards and other Advancement Eric Roberts was named VP of customer contact
Call It a Week! December 9, 2011
The One-Stop, Week-in-Review for BPO & Call Center News – from a People Perspective – Only at CallMe! IQ. Pacesetters Promotions, Awards and other Advancement Louise Scott has been named Southern Company's new
Working from Home: Just How Productive?
We have seen a continued shift to an at-home workforce, especially in the call center industry. Reasons for the shift include access to a larger pool of talent,
Call Center Insider: Interview with Tim Searcy, CEO of ACCENT Marketing Services
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
Call Center Turnover Problem? Check Your “Span of Control”
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
