All about working in a call center
Now there’s coming another part of our story about retaining contact center agents and reducing agent turnover rate. Without retaining contact center agents, you will never achieve not only agent retention and good agent performance, but also you will be unable to…
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As call center turnover is a big problem for almost every call center in the world, knowing how to retain your employees is a big competitive advantage. First of all, finding new employees is expensive, and secondly – it’s time-consuming. It includes…
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It all depends on what are the priorities and main tasks for your call center supervisors – those who are more focused on coaching require you to evaluate their coaching efforts, while those who are aiming at management tasks require more attention…
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Сall center team leader: definition of the term The call center team leader, otherwise known as call center supervisor, is a lower management role that is responsible for leading and managing the team of call center agents. Call center team leaders are…
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The working space of a call center agent should be comfortable, ergonomically designed, and moderately simple. The comfort level of agent workspace depends on the correct furniture selection and the arrangement of office equipment. Ergonomics is significant in terms of the placement…
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