Positive Leadership Call Center Style

We just added Module two in our series of Call Center Leadership! Module Two is focused on Positive Leadership for call center managers.  It is filed under call center training. Positive Leadership... Read more »

What is a Virtual Call Center?

By Tony Cochran Perhaps the simplest way to think about a virtual call center is to visualize a call center without walls. Technology enables the call center operator to centralize management functions... Read more »

Call Center Manager: Partnering For Performance

By Jenny Kerwin “The difference between a boss and a leader: a boss says, ‘Go!’ – a leader says, ‘Let’s go!’” E. M. Kelly Are you a boss or a leader? Do... Read more »

Building Effective Teams

By Sandra Farnan How can you turn your functioning work group into a dynamic, cohesive team who communicates well, meets performance goals on time, and completes tasks efficiently? You might think it’s... Read more »

Selling Sales to Call Center Service Agents

By Carole Sue Jones The Sales Stigma Somewhere along the way sales got a bad rap. I’m sure all of us can relate to having dealt with a salesperson that made us... Read more »