April
2002
Coaching is touted as a ready-made answer to almost every call center challenge. But for coaching to work, agents must understand how they contribute to their center's success. Here's how measuring performance can help.
Engaged employees are more valuable to your company than disenchanted ones, and Gallup estimates that actively disengaged workers cost the American economy up to $350 billion per year. Here are strategies for spotting the best and worst employees, plus ideas for creating workplaces that promote employee engagement.
Anyone who's phoned a call center knows there's a big difference between the best agents and the worst. The best agents solve their customers' problems, sell them the perfect products, and leave customers feeling better off than when they called. The worst agents frustrate everyone they talk to. Here are some smart pay strategies to help you reward your best.
At work, do you get the chance to do what you do best every day? Do you even know what you do best anymore? If not, think back to your high school dreams and aspirations, because they offer clues to your innate talents. In fact, your innermost yearnings can help you identify your strengths.
Companies are counting on customer relationship management programs to improve loyalty and increase sales effectiveness. But CRM programs deliver mixed results. The big question is: Whose needs come first -- the company's or the customers'?