Tag Archives: Center

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’ →

Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team

Remote Team Management

Laura Krajewski — May 3, 2020 Some days I hit about 4 p.m. and realize I haven’t really talked to anyone all day. Sure, I’ve sent a couple Slack messages and responded to emails. But, when you’re working from home, real human interaction can be hard to find. Especially in our COVID-19 reality, there are … Continue reading Boosting Morale for your Work at Home Call Center: 4 Ways to Reinforce Engagement and Connection with your Remote Team →

Consequences of a Dysfunctional Contact Center Culture

Contact Center

Impacts of a dysfunctional culture within a contact center What are your core corporate values, and are they being translated into the organizational culture of your contact center? Organizational culture refers to a set of shared beliefs, values, and norms within an organization that shape the way its members perceive, interpret, and react to various … Continue reading Consequences of a Dysfunctional Contact Center Culture →

5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak

Management Excellence

Veronica Krieg — April 21, 2020 I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. While the days blend together and my routine begs for a shakeup, work continues. But for those of us lucky enough to have the option for … Continue reading 5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak →

How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best

Business Development

Veronica Krieg — March 21, 2020 The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they never want to give it back. Buffer’s State of Remote Work in 2020 report found that almost every employee who works remotely, a whopping 98%, want to continue remote … Continue reading How to Give Work from Home Call Center Agents the Support and Resources they Need to Keep Your Business Functioning at Its Best →

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