A few years ago my buddies put together a softball team. Once a week we get together and pretend we are still athletic and try to relive any glory years that we may have had in the past. As the season approached there were a few folks who could not make it due to other commitments. Who would sacrifice softball with their buddies for things like family, civic and community duties? Well some of my buddies did,... more
Feb 24 2015
Nov 15 2013
It has been our experience that most companies do not give their agents adequate visibility to their performance.
Many express the complications and frustrations that arise from limited agent communication and that agent attrition rate has an enormous impact on their bottom line.
When agents have one expectation... more
Sep 12 2012
12 / Sept / 2012
by Robin Villariza
In the past, management did not understand that there is a connection between human potential and a company's profit. In a call center it is essential to increase the effectiveness of the selection, recruitment, training and development processes by providing a new business paradigm and tools that increase... more