Category: Performance Management

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) […]

Business tip: Don’t avoid failures; make the most of them

Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]

The 4 biggest issues call center managers must tackle

Changes in technology, business strategies, and buyers’ preferences are transforming the customer support landscape. To cope with this constant flux, call center managers must keep reshaping and reorganizing their processes. To do so, they must update their objectives, acquire new tech tools, and carry out new customer experience strategies. The question is: Are they heading […]

How can call centers recover from bad performance reviews?

Call centers are always working hard to deliver excellent customer support. But no matter how good they are at their craft, most of them are bound to get poor performance reviews at some point. These setbacks are a natural part of running a contact center. You may think you have outstanding employees, high-caliber tech tools, […]

4 Reasons why call centers should build culturally diverse teams

Although managing a diverse team can be challenging, evidence shows that working with people who are different from us can make us happier and more productive. A mishmash of ideas leads to innovation According to McKinsey, diverse companies are more likely to financially outperform less diverse workplaces. However, most call center managers frown upon the […]

Top 5 reasons why call center agents quit

Companies can survive from an onslaught of business disasters—sluggish sales, lack of clients, and even public relations crises. But once employees quit in droves, it can be difficult to recover. Employees will always be the most important asset of any firm, especially call centers. Their passion and skills drive good customer service performance, helping brands […]

4 Major call center flops that could happen over the holidays

The holiday season’s a highly exciting time for customers. As early as the second half of the year, discounts, special promos, and other irresistible offers will be swimming before your eyes. But behind the gleaming decorations celebrating this festive time of the year, business managers, marketers, and salespeople are drowning in massive piles of work. […]

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