In business-to-business selling the last month of the year is always slow, so I’ve been going through some old stuff. Normal people would take this time to look at pictures of loved ones, photos from old trips and so forth. …
How to Handle Irate Customers
If you work in a call center you’re bound to run into an irate customer at one point or another. When you do, that particular moment in time may make you flustered and at a loss for words, but there …
Four Crucial Staffing Decisions Important to Business Success
Making the best staffing decisions for your business not only ensures employment levels are at their optimum, but it also helps to reduce employee issues such as low morale, loss of productivity, absenteeism, increased overtime, and high turnover. If you’re …
The Benefits of Customer Service Training: A Lesson Learned
Perhaps one of the biggest corporate myths is that customer service training is only important for retail stores and banks. However, no matter what type of business you are in, pleasing customers is the only way to ensure success. With …
Skills Tracking Lets Firms Measure Bench Strength, Or Does It?
The promise of an employee skills database is that a company can track employee proficiencies and tap the database to identify an employee whose attributes can meet certain job requirements. The database also aids a company in its efforts to …
Having Problems Finding Qualified Candidates?
As I sit at my desk reading hundreds of resumes, I’m getting more and more frustrated. I think to myself, did this applicant read the job posting? In most cases, I feel like the answer is no, they didn’t read …
Call Center Staffing: Teach Your Managers
Are your customer service scores subpar? Do you experience a high rate of customer complaints? Do you have high employee turnover and difficulty retaining qualified call center staff? If the answer is “yes” to any (hopefully not all) of the questions above, you may …
Recruiting Agency: How to Fill a Vacant Position as Fast as Possible
One lacking agent can really drag down your productivity, even if it’s just for a day. Just think about the damage a couple or more positions can do. Call centers have hectic schedules to follow and specific quotas to meet, …
Call Center Staffing and Hiring is a Big Challenge in the Industry
Call centers in all industries and trades face many different challenges that go beyond just dealing with frustrated callers and lengthy shifts. Problems that trouble these agencies today are much more technical and range from the quality of agent responses to …
Executive Recruiting Experts on How to Keep High-Ranking Employees
The cost of losing just one employee can be dire to a call center agency especially during the busier months of the year. It can even be worse when one of your high-ranking employees leaves the company for another job. …
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