Why the “Old” Way of Workforce Management isn’t Good Enough
Having been in this business over 40 years and in over 1,000 call centers in five continents, I’ve seen some […]
24
Feb
Archive Tag: call center agent
13
Jan
5 Things Frontline Leaders Can Do to Help Agent Attrition
I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]
9
Sep
Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center
If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]
5
Aug
6 Ways to Fully Engage Your Contact Center Agents
Up until relatively recently, many managers and executives considered the topic of employee engagement to be “soft.” Those that still […]
3
Jun
2020 Vision: A Glimpse Into the Contact Center of the Near Future
While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out […]
25
Feb
To Multi-Skill or Not to Multi-Skill: That is the Question…
But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal […]