Monthly Archives: December 2011

Agents Want Clear Rules (They Deserve Them Too!)

Agents want clear, explicit, fair rules to guide their performance. For management the hardest part of laying the ground rules is that the rules may not be clear to the people who actually work with them: the agents. To clarify … Continue reading

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Back to the basics for Training Success

In 2012 we are going to go back to the basics to re-learn training fundamentals. Call Center Today is often asked to improve call center staff performance. When we analyze any given situation in which the employee is “underperforming” there … Continue reading

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