Category: Call Center Agents

10 Common causes of tension between call center employees

A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to conflicts. It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace may […]

4 Tips for building a more collaborative call center

If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques. As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number […]

The importance of emotional intelligence in call centers

Although the idea of emotional intelligence, or EQ, is relatively new, it has already been embraced by organizations across industries—including call centers. The term emotional intelligence was first mentioned in a 1964 paper by Michael Beldoch. However, it was only in 1990 when it was explored in-depth by two psychology professors: Peter Salovey (Yale University) […]

Helping your call center agents with time management

While your contact center’s focus might have shifted from the speed of interactions to the quality of the customer experience, no one can deny that good time management is still a primary indicator of efficiency. Ideally, you must be staffed with agents who can handle multiple tasks at once without sacrificing the quality of their […]

How many call center agents do you really need?

Ensuring sufficient staffing is crucial for all contact centers. With today’s consumers demanding 24/7 omnichannel customer support, you need to build a high-functioning team with the right number of people. In customer service, achieving operational efficiency can be tricky, especially if you don’t know where to start. Efficiency in customer service is borne out of […]

The 3 pillars of employee empowerment in the call center

If you’re managing a call center, your goal should be to create an environment where people are productive and empowered. If this were an easy process, more contact centers would be pouring their time and money into this management strategy. After all, the link between employee empowerment and customer satisfaction is clear. Agents who are […]

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