talent
The 'Flaws' with Women In Leadership
May 20 by Doug WilwerdingRecently I had the privilege of being a panelist at a local university that exclusively enrolls women. Among a full complement of course offerings in various disciplines, the college of business o...
Is Attracting Top Talent in the Call Center an Oxymoron?
April 07 by Jo'Ann AldersonIn case you haven’t noticed, there is a top-talent crisis going on. For years company execs and call center management have assumed that with a little touch of call center technology just abou...
Accounting for Presenteeism In Call Center Planning and Forecasting
March 31 by Art HallCall Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce management can be an arduous task. This is particularly...
Creating a Career Path for the Seasonal Student
March 04 by Jo'Ann AldersonCheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just a few of the descriptions I have heard to express the selection criteria for a call center representative. Wi...