All posts tagged Call Center Operations
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 …
How Infosys Is Building Its Talent Pipeline
Good advice for any company looking to build its talent pipeline - a critical step in improving performance throughout an organization. For Infosys, a global technology services company headquartered
Workforce Analytics Isn’t as Scary as It Sounds
For call centers, analytics are a way of life. Traditional metrics such as wait times, utilization or shrinkage are well understood, but new analytics, those that focus on
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
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
Xerox to Drop ACS Name to Complete Acquisition of Call Center Business
Xerox (NYSE: XRX) acquired ACS in 2010, giving the business services giant a toe in the growing business process outsourcing space. Since the acquisition, ACS has continued to
Top 5 Largest US Call Center Companies
US Call Center companies are headlining news lately with new hiring campaigns and planned growth. As call center jobs return to the US, these employers look to lead
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! February 3, 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 Andrew Baum was named vice president of call
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
