Monthly Archives: December 2010

Categorizing Agents For Better Management

It’s not favoritism to categorize call center agents into teams based on their skill sets, motivation levels, or time on the job. In fact, it’s effective record-breaking management. Continue reading

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What Do Agents Expect From Management?

Part 5 in a series about how agents view call center supervisors. Continue reading

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Is Your Call Center Competitive Enough?

Part 4 in a series about how agents view call center supervisors. Continue reading

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Do Agents See You As Inconsistent or Fickle?

Part 3 in a series about how agents see supervisors in the call center. Continue reading

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How Turnover Affects Agent Attitudes

Part 2 in a series about how agents view the call center Continue reading

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Supervisors, Are You In Parrot Mode?

Learn more about how call center agents view supervisors. Continue reading

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Do You Need New Call Center Culture?

Are you guilty of these call center communication crimes? Get some tips on creating better communication culture in your call center. Continue reading

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11 Basic Principles of Communication Culture

Think of these 11 principles as you develop communication culture in your call center. Continue reading

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Example of Good Call Center Culture

There is a right way and a wrong way to use memos. This is the right way. Continue reading

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Example of Poor Communication Culture

One may think memos are good for communication, but not necessarily. Continue reading

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