Monthly Archives: January 2011
The Top Call Center Training Mistake
The error in new hire training is that agents often spend so much time enamored with perfecting their use of technology that they fail to grasp the real skills that will lead to success in the field. Continue reading
Training New Agents For Core Competencies
Agents should be trained for core competencies, rather than drilled on technology. Continue reading
Recognizing How New Agents View Technology
New call center agents often fret over technology the most. However, more important concerns exist, notably leadership, growth, structure, opportunity and people skills. Continue reading
9 Ways To Help New Agents
There are many ways to ensure that new agents become acclimated to their surroundings. Continue reading
Assimilating New Agents To A Veteran Team
Veteran call center agents take some of the load off supervisors, while helping new employees. Continue reading
Make It Fun
Promote an atmosphere of fun to run a better call center. Continue reading
Take Your Call Center To A Higher Level
Emulate what works for Disney and take your call center to a higher level. Continue reading
Supervisors Should Be Seen, Not Heard
Like at Disney, a lot goes on behind the scenes and call center supervisors should be seen, not heard. Continue reading
Call Center Costume Parameters
Here are tips for using costumes effectively. Continue reading
Costumes in the Call Center
Amazing things happen when call center managers incorporate costumes into the workplace. Continue reading
