Call Center Banner Stats

Motivating & Engaging Agents
125 results
of 12
Posted:

Are you empowering agents to satisfy customers, build loyalty and grow your business?  Or are you the roadblock persistently distancing the brand from your customer base?

Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the front-line for ruining the customer experience.  But more... Full Content »
Posted:

This webinar was previously recorded



Sponsored by IBM and Cincom Systems, Inc.

Featuring Absa Bank with insights from Cincom Systems.

As the largest contact center in South Africa with nearly 5000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as “... Full Content »
Posted:

Aware of the ongoing struggles associated with recruiting, employee morale and high attrition, contact center managers undoubtedly need a workforce management plan that reinvigorates the customer management culture.

Enter the role of a cutting-edge employee empowerment strategy, which will not only spur agent engagement and happiness but... Full Content »
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It’s an old story: Call centers suffer from chronically high turnover. Disengagement among agents is common, and replacing them can cost 1.5 times their annual salary.

In this free webinar, Rajat Paharia, father of gamification and author of the New York Times and Wall Street Journal best-seller Loyalty 3.0: How to Revolutionize Customer... Full Content »
Contributor: Shaun Smith
Posted: Sun, 03/08/2009
Shaun Smith

Aligning People With Strategy

Creating a powerful customer experience requires the full and continual commitment of the people responsible for making it happen.

People make the difference. If you concentrate on creating a great environment for your employees, they will focus on creating a great experience for your customers. Research found... Full Content »
Contributor: Blake Landau
Posted: Tue, 05/19/2009
Blake Landau

In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior modification and immediate, relevant rewards. This is done by... Full Content »
Posted: Sun, 08/09/2009

Editor’s note: Of late, much discussion on this site has focused on the weaknesses of call center performance reviews due to faulty processes.

This article attempts to shed some light, in a general way, on the subject of process improvement and how relates to performance reviews.

By now, most people are familiar with the need for... Full Content »
Contributor: Steve Brubaker
Posted: Sun, 09/20/2009
Steve Brubaker

In the call center industry the churn and burn mentality of call center employee management is all too common. In this environment, where staff is considered disposable, it’s not surprising that attrition rates are exceedingly high, forcing companies to dedicate considerable resources to keeping this machine running.

Perhaps it’s... Full Content »
Contributor: David Lee
Posted: Mon, 09/28/2009
David Lee

While TV shows such as The Office and cartoon strips such as Dilbert make us laugh at the absurdity of work life, there’s a movie scene that captures the dark underbelly of manager/employee relations. It’s a scene that gets played out, metaphorically, millions of times a day throughout America.

Every manager should see this movie... Full Content »
Posted: Thu, 11/05/2009
What it Takes to Lead: It's Not Being Loud!

Tim Waterstone explains how to connect people in the organization. Full Content »
Contributor: David Bradshaw
Posted: Mon, 11/16/2009
David Bradshaw

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the following: the rocky economic environment, the amalgamation of two call centers and business lines, organizational... Full Content »
125 results
of 12
Contributor: Blake Landau
Posted: Tue, 05/19/2009
PodcastImage
In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior modification and immediate, relevant rewards. This is done by Full Podcast »
Contributor: call center week
Posted: Thu, 02/11/2010
call center week

How do you manage at-home agents? In this At-Home Agent Management Benchmark Report find out how at-home veterans are meeting the people management challenges of at-home agents.

More than 250 call center leaders across industries shared the steps they are taking to connect at-home agents to supervisors, their teams and their company. This ben Full Sector Report »