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| Training Virtual Agents - It's a Different Dynamic. Or Is It? | |||||||||||||
| Today, the convergence of adult learning theories and distance learning technologies are enabling companies to create training programs that empower and engage people like never before. As more companies adopt the use of virtual training, however, it's important to realize that it's not enough to just make classroom materials available to online learners. Virtual training requires a new way of thinking about - and delivering - training. This article presents three tips based on the learner-centered approach that will help companies of all types implement a more successful virtual training program for call center workers. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| The Rules of Call Center Agent Engagement | |||||||||||||
| There are two types of call centers: 1) those where agents fully understand, embrace and even help define the organization's initiatives and key objectives; and 2) those that lose their agents to the call centers described in number 1. "Number 1" centers are all about employee engagement -- creating working environments where agents do not merely want to do a good job, but rather feel compelled to do a great one. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| Star Performers Impact Customer Satisfaction | |||||||||||||
| In the call center "star performers" impact customer satisfaction by bringing a high level of Intelligence Quotient (IQ) and Emotional Quotient (EQ) to each and every call. They treat every call as a "moment of truth" and another opportunity to communicate and connect with and serve those in need. Some behavioral scientists believe that EQ is just as important as IQ; yet, many call centers do not assess EQ, why? We believe that EQ assessment should top the list of recruitment procedure in the call center recruiting for the industry. | |||||||||||||
| [Full Article] Dec-18-2009 | |||||||||||||
| How Workforce Management Decisions Can Ruin Everything | |||||||||||||
| I will now share with you one of the two fastest ways to run your call center straight into the ground. It's called "following your gut." Oh, you might get lucky once in a while with your gut, but a steady diet of following it will be the business equivalent of sticking your hand into a wasp's nest. Workforce management is particularly prone to the same sort of "gut" instinct mentality and the gently rippling pool of lunacy that the gut will drag you into -- kicking and screaming. The way around the humiliation and despair that will ensue in this disaster of your own making? Like almost everything else at call centers, software offers a rope long enough to pull you back to the sandy shore of good call center management. | |||||||||||||
| [Full Article] Nov-13-2009 | |||||||||||||
| Developing Managers for Team-Driven Success | |||||||||||||
| Investors know that past performance is no indication of future returns. Unfortunately, this can also hold true for employees as they rise through the management ranks. When new managers fail to recognize that they're on a path with greater responsibilities, they may cling to tasks at which they once excelled but that now belong to those they lead. Managers need to learn how to correct any behaviors that hinder leadership and unintentionally obstruct or alienate employees. | |||||||||||||
| [Full Article] Nov-13-2009 | |||||||||||||
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