Free Membership
Existing Members
Weekly e.Newsletter
Expert Insight
Tech Showcase
Breaking News
Research Center
Required Reading
Advertising Info
About Us
Site Search
|
| |||||||||||||
| The End of Frontline Agent Training As We Know It | |||||||||||||
| Those who think that traditional classroom training is the be-all and end-all in call centers have a lot to learn. So do agents. That's precisely why so many centers have embraced new training tools and approaches aimed at increasing learning efficiency and effectiveness -- and, ultimately -- both employee and customer loyalty. Indeed, classroom training in the call center is not dead, but new training approaches and tools are helping rewrite the basics of agent development. | |||||||||||||
| [Full Article] Jan-21-2010 | |||||||||||||
| Six Steps for Managing 'difficult' Employees | |||||||||||||
| Working alongside difficult people can be hard enough. But managing someone with whom you have a personality clash can cause major tension. That's why, when confronted with employees who don't do what's asked, it's best to devise a strategy for making the best of a potentially explosive situation. Although it may be hard to transform a difficult employee into a warm, friendly ally, you can take the steps in this article to make it easier for the employee to comply. | |||||||||||||
| [Full Article] Jan-21-2010 | |||||||||||||
| 44 Ways to Kick-Start Your New Year | |||||||||||||
| What are you going to do now to make sure you have your best year ever? What one thing will mean the difference in actually achieving your goals rather than chalking them up to yet another year's unfulfilled resolutions? What can you do to enhance an aspect of your life that you've neglected in your single-minded pursuit of that elusive brass ring? Think about it. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| 9 Ways to Re-Energize Your Weary Workforce | |||||||||||||
| At first, most workers in companies that have weathered layoffs and pay cuts are relieved to have a job at all. But then reality sets in. Employees realize they're doing more and working longer hours without the hope of a raise or sometimes even the opportunity to use earned vacation time. This article presents nine almost-free ways to light a fire under your workers. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| Developing Strong Work Relationships | |||||||||||||
| How do you talk about important topics with other managers whose specialty, agenda and physical location make it difficult to speak your mind freely and clearly? Too often, distance and conflicting interests wreak havoc on candid dialogue and teamwork. As a result, peer managers end up competing for scarce resources rather than working together to contribute to the bottom line. This article presents three tips for bridging the gap that often separates departments and their managers. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| |||||||||||||
