agent management articles

By Lior Arussy I recently attended a Formula 1 car race in Europe. Being close to the pit and having a special access pass allowed … Read more

By Dale Collie Workplace stress costs American businesses as much as 45 percent of after-tax profits, according to Foster Higgins Inc., a New Jersey insurance … Read more

By Peter deLisser Accelerate the quality of every meeting the easy way. Expect every participant, from the meeting manager to each attendee, to accept 100% … Read more

By LeAnn Thieman Are you one of the 54 million Americans who care for a family member? Are you one of the 20 to 50% … Read more

By Dr. Lee Jampolsky Do you dread going to work each day and having to face the same problems? Have you noticed that the changes … Read more

By Dale Collie Jobs are heating up. We’re all feeling the pinch of hiring freezes and information overload. Workplace stress is increasing right along with … Read more

By Jeff Forbes Not all technology promises come true, but for the medical contact center community yesterday’s promise of a “virtual office” has evolved into … Read more

By Carin Shulusky Advances in call center equipment have opened new opportunities to “benchmark” agent efficiencies and effectiveness. Answerphone, a telephone answering service located in … Read more

By Jeff Dahltorp Call centers traditionally leverage four recruitment channels for their staffing needs: the Internet, third party recruiters, print advertisements, and referrals. Using all … Read more