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

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Training New Agents For Core Competencies

Agents should be trained for core competencies, rather than drilled on technology. Continue reading

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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

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9 Ways To Help New Agents

There are many ways to ensure that new agents become acclimated to their surroundings. Continue reading

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Assimilating New Agents To A Veteran Team

Veteran call center agents take some of the load off supervisors, while helping new employees. Continue reading

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Make It Fun

Promote an atmosphere of fun to run a better call center. Continue reading

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Take Your Call Center To A Higher Level

Emulate what works for Disney and take your call center to a higher level. Continue reading

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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

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Call Center Costume Parameters

Here are tips for using costumes effectively. Continue reading

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Costumes in the Call Center

Amazing things happen when call center managers incorporate costumes into the workplace. Continue reading

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