Monthly Archives: November 2010

Condition Your Agents To Expect Something

This week we’re examining techniques and styles to greet agents everyday to improve call center culture. One way is to condition your agents to expect something as soon as they walk in the door. Continue reading

Posted in Management Tips | Tagged , , , , | Leave a comment

Greet Your Agents To Boost Morale & Sales

The way to build call center culture begins with a simple “Good morning.” There are many styles and techniques for greeting your staff and boosting morale. Continue reading

Posted in Management Tips | Tagged , , , , , , , , | Leave a comment

Why You Need Call Monitoring Checklists: Reason #4

Routines can help a call center regularly achieve excellence. Continue reading

Posted in Management Tips | Tagged , , , , , , | Leave a comment

Why You Need Call Monitoring Checklists: Reason #3

Monitoring checklists are a form of supervisor / agent communication that is unique to the call center world. Continue reading

Posted in Management Tips | Tagged , , , , | Leave a comment

Why You Need Call Monitoring Checklists: Reason #2

Monitoring Checklists allow management to gauge areas of improvement or reward superior performance. Continue reading

Posted in Management Tips | Tagged , , , , , | Leave a comment

Why You Need Call Monitoring Checklists: Reason #1

Monitoring checklists force the manager to spend one-on-one time with the agents. Continue reading

Posted in Management Tips | Tagged , , , , , | Leave a comment