Archive for the Professional Development Category

October 25, 2012 / Business Outsourcing, Professional Development

Proper Recruitment: First Step to Performance Improvement

Proper Recruitment: First Step to Performance Improvement

Having excellent procedures in place is not the only starting point to have good results in your contact center. Appropriate hiring and training team is needed to make sure your staff is ripe for the operations. Seeing job posts such as “College Level or High School Diploma” are very common,

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November 14, 2011 / Professional Development

Qualities of a Good Call Center Agent

Qualities of a Good Call Center Agent

Call centers remain central to the success of businesses because they are the nerve center of customer care, an essential requirement for maintaining existing customers while attracting new ones. Based on a study by a customer relations and marketing firm, the impact of call center services on busin

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October 24, 2011 / Professional Development

Attributes of a Good Call Center Manager

Attributes of a Good Call Center Manager

The shortage of excellent call center managers is hard to spot. Call centers always have someone holding that title but often they are just not the right person for the job. Fundamentally there are 2 types of call center managers; those who are more technology and process driven and those who unders

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