Call Center Agent

Reduce Average Handle Time (AHT) Without Adversely Impacting Quality

Discover how to Reduce Average Handle Time without adversely Impacting Quality The one metric all front-line call center leaders need to drive agent performance is Average Handle Time (AHT).   AHT is a vital,... Read more »
Call Center Agent

5 Of The Most Important Competencies That Make a Great, Call Center Agent

Competencies are forecasts of fortune that are important in the making of a great, call center agent. They are indicators of a combination of knowledge, skills and attributes that lead to successful... Read more »

Evaluate – 5 Easy Ways to Improve Agent Performance in Your Call Center (6 of 6)

It’s the end of this series of six posts on the 5 easy ways to improve agent performance in your call center. As you’ll recall, the first post addressed your PMA. [step_graphics... Read more »
Call Center Dialogue

Dialogue – 5 Ways to Improve Agent Performance in Your Call Center (Post 5 of 6)

Dialogue is a critical component in the 5 ways to improve agent performance in your call center.  It is critical because it represents a channel of communication that you must have with... Read more »
Call Center Agent Performance

5 Easy Ways To Improve Agent Performance In Your Call Center (1 of 6)

It starts with you. There are a number of ways that supervisors go about improving agent performance in a call center.   If you are a supervisor, you already know that mental... Read more »
Call Center Supervisor

3 Actions For Call Center Supervisors To Take To Improve Your Sales Results Today

To improve your sales results in your call center, employ the 3 actions listed in this column: posting stack rankings, giving agents’ raises and specific training. These actions are not an exhaustive... Read more »

Every Great Leader Has A Mentor

No leader ever has all the answers, experience, expertise, knowledge and wisdom to effectively handle any and all of leadership's challenges. Read more »

Five Critical Steps for New Team Leaders

Here are five steps any leader should take when embarking on a new leadership challenge. Read more »

Call Center Training That Delivers Results

Call Center Training That Delivers Results How is your call center team preparing your front-lined leadership group? Are they prepared to meet the daily performance challenges of their call center? Read more »

5 Crucial Factors In Call Center Management

From product inquiries to technical support, call centers offers varying services. It can accept calls from customers (inbound) as well as initiate calls (outbound). Read more »