Post Archive by Month

It’s no secret that one of the most challenging facets of call center management is finding and retaining the right people for the job. The industry features one of the highest turnover rates in the country, meaning recruiters often have …

While the term “call center management” conjures up a lot of concepts, there manages to be a common denominator behind it all: metrics. Most people immediately think of the job as strictly keeping up with set of expectations and urging …

Millions of people around the world work in conventional call center jobs. Try asking them about their trade and you’ll typically receive this reply about nine times out of ten: it’s one of the toughest ones they’ve had. Technically, any …