Monthly Archives: December 2010

Is Your Call Center Foundation Solid Enough?

Determine whether you need to devise a Bill of Rights and Declaration of Independence to create a better foundation for your call center. Continue reading

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Call Center Bill of Rights & Declaration of Independence

See how a Bill of Rights and Declaration of Independence can benefit a call center and its culture. Continue reading

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How FDR Recreated The Country

Borrow lessons from Franklin D. Roosevelt in creating your new call center culture. Continue reading

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3 Ways to Recreate Call Centers, Using History

History illuminates the path to creating new call center culture. Continue reading

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Using American History To Develop Creative Communication Culture

In many ways, developing creative call center culture is like borrowing a page from history. Continue reading

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Merry Christmas From Call Center Today!

Here are a few ways to celebrate Christmas in the call center. Continue reading

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Useless Agents, Authority-Challengers, Super-Achievers & Energizers

Different call center agents require different management styles. There are useless agents and authority challengers on the difficult end of the spectrum and super-achievers as well as energizers at the positive end. Continue reading

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Unhappy Agents, Consistent Performers & Those In-Jeopardy

There are many types of agents in the call center. Some are consistent performers, while others may be chronically unhappy or constantly in jeopardy of being fired. Management must consider different needs for different sub-classes of representatives. Continue reading

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Paranoid Agents, Authority-Pleasers, and Introverts

Learn about how to manage call center agents who are paranoid, authority pleasers, or aloof. Continue reading

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High Maintenance, Low Maintenance & Attention-Driven Agents

There are many different types of agents in the call center — each demanding their own style of management. Some are high maintenance or attention-driven agents, while others may be low maintenance. Continue reading

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