Tag Archives: Center

How to Tackle the Challenges of Managing a Multi-Generational Workforce: 2 Challenges (and Advantages) to Managing a Call Center Composed of Workers Across Different Generations

Generation Z

Laura Krajewski June 25, 2020 You’re in a meeting with some co-workers and one of the older team members in the room says “Daaaa Bearsss!” A rise of laughter erupts from a handful of other employees. Several of the younger employees give polite smirks while looking clearly out of the loop. Then someone says, “Haven’t … Continue reading How to Tackle the Challenges of Managing a Multi-Generational Workforce: 2 Challenges (and Advantages) to Managing a Call Center Composed of Workers Across Different Generations →

The Most Effective Tools for Hiring Contact Center Agents

Contact Center

Jeff Furst June 24, 2020 ContactBabel, a leading analyst firm covering the call center industry that is based in the UK, recently released their 2011 US Contact Center Decision Makers’ Guide (2011 Guide). FurstPerson provided sponsorship of the report. The report covers topics focused on people, process, and technology. The report is based on extensive … Continue reading The Most Effective Tools for Hiring Contact Center Agents →

Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy

Management Excellence

Laura Krajewski June 22, 2020 Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. And as we live and work through a pandemic, that number has only grown. In the last few months, technology giants like Apple, Facebook, Microsoft and Twitter have … Continue reading Tips on How You Can Bridge the Gap Between Remote and In-Office Contact Center Agents Faster With the Right Workforce Management Strategy →

What to Say in Call Center Performance Reviews: How to Use Agent Strengths to Inspire Better Performance During your Development Conversations

Call Center Management

Veronica Krieg — June 16, 2020 Companies who strategically invest in employee development see 11% higher profit than those who don’t. And, they’re 2x more likely to keep employees in their seats. Investing in your employees brings clear and quantifiable returns – we’ve said it before, and we’ll say it again. And again. (And probably … Continue reading What to Say in Call Center Performance Reviews: How to Use Agent Strengths to Inspire Better Performance During your Development Conversations →

A Simple How-To Guide for Mapping Individual Development Plans for Employees To Help Them Bloom in Your Call Center (With Examples Along the Way)

Call Center Engagement

Laura Krajewski — June 15, 2020 When I hop in the car, I almost always open Google Maps to get from point A to B. Even when I know the route, I check my phone’s map to see if there’s bad traffic or an accident that would lengthen my ETA. I lean on this guidance … Continue reading A Simple How-To Guide for Mapping Individual Development Plans for Employees To Help Them Bloom in Your Call Center (With Examples Along the Way) →

The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard

Employees Retention

Laura Krajewski — May 22, 2020 I have this friend — let’s call him Josh. He’d been at his job for a year, even though he didn’t love the work he was doing. The job offered Josh good pay, security and professional experience. But, ultimately, it wasn’t the kind of work he wanted to do … Continue reading The Strong Link Between Engagement, Retention, and Career Pathing: Examples of Employee Development Plans that Give your Contact Center Agents a Reason to Stay and Work Hard →

4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)

Agency Business

Veronica Krieg — May 18, 2020 Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. It’s not for a lack of effort, though. It’s because they don’t have … Continue reading 4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain) →

Google Allowing Retailers to Link PayPal, Google Merchant Center Accounts

Marketing Guide

Google Allowing Retailers to Link PayPal, Google Merchant Center Accounts by Laurie Sullivan  @lauriesullivan, May 12, 2020 In an effort to make it easier for merchants to run Google’s free Shopping Ads, retailers can now link their PayPal and Google Merchant Center accounts. In April, Google took steps to make it free to sell on … Continue reading Google Allowing Retailers to Link PayPal, Google Merchant Center Accounts →

Curb Call Center Attrition by with Dealing Poor Performers

Call Center

Suzanna Colberg — May 6, 2020 No company wants its worst performers to stick around for a long time. However, for many call centers, this “reverse attrition” problem is exactly what happens. Employees who execute interviews beautifully leave you with the kind of buyer’s remorse even your most bitter customers could only dream about. Sometimes … Continue reading Curb Call Center Attrition by with Dealing Poor Performers →

Project management tools take center stage as distributed marketers crave ‘single source of truth’

Project Management

With the workforce at home, a rise in agile adoption, and organizations making major pivots in strategy, the need for these types of platforms is likely to continue. Henry Powderly on May 4, 2020 With the lion share of marketers currently working from home amid the COVID-19 pandemic, digital workflow and project management tools are … Continue reading Project management tools take center stage as distributed marketers crave ‘single source of truth’ →

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