Overview:
The calls keep coming. The clock keeps ticking. Call centers are incredibly time-sensitive environments in which to work. And supervising in a call center requires excellent time management skills.

Overview:
A poorly designed IVR application can cost hundreds of thousands – even millions – of dollars in low usage, irate customers, and lost business. On the other hand, a well designed IVR can save your call center anywhere from $5 to over $10 on every. . .

Overview:
Large amounts of time and money are spent trying to attract and retain call center agents who are able to represent your company in an organized, consistent manner… but somehow the message doesn’t always get to the agents.

Overview:
Discover how to energize your team meetings and make them more productive. Learn ways to effectively resolve – and prevent – conflict. Better understand team dynamics and how to help each member feel valued.

Overview:
Learn a wealth of tips to motivate, mentor and measure more effectively. Learn how to take a more intentional approach to motivation. Uncover the power of mentoring. And, discover how to convince agents that measurement is positive to their development.

Overview:
Voice over Internet Protocol (VoIP) is a significant change to contact center technology infrastructure. It’s an inevitable progression that offers new opportunities for contact centers, along with potential for reduced costs. But it is not something . . .