Tag Archives: supervisor

Unhappy Agents, Consistent Performers & Those In-Jeopardy

There are many types of agents in the call center. Some are consistent performers, while others may be chronically unhappy or constantly in jeopardy of being fired. Management must consider different needs for different sub-classes of representatives. 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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Why You Need Call Monitoring Checklists: Reason #4

Routines can help a call center regularly achieve excellence. Continue reading

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Why You Need Call Monitoring Checklists: Reason #2

Monitoring Checklists allow management to gauge areas of improvement or reward superior performance. Continue reading

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Why You Need Call Monitoring Checklists: Reason #1

Monitoring checklists force the manager to spend one-on-one time with the agents. Continue reading

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