Tag Archives: contact center supervisor

Know Your Call Center Agents

It’s not an understatement to say that management’s perception of the call center and the way agents view it is quite different from what agents perceive. For instance, an analyst once asked a senior executive why agents in his call … Continue reading

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Why You Need Call Monitoring Checklists: Reason #3

Monitoring checklists are a form of supervisor / agent communication that is unique to the call center world. Continue reading

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