Call Center Agent

What One Metric Do All Frontline Call Center Leaders Need To Focus On To Drive Agent Performance

The one metric all front-line call center leaders need to drive agent performance is Average Handle Time (AHT).  AHT is a vital, operational indicator of your call center. To make this point clear, scheduling and calculating staffing needs rely on accurate, AHT data. A slight reduction in AHT in a

Continue Reading →

Call Center Agent

5 Of The Most Important Competencies That Make a Great, Call Center Agent

Competencies are forecasts of fortune that are important in the making of a great, call center agent. They are indicators of a combination of knowledge, skills and attributes that lead to successful calls between agents and customers.  In terms of knowledge, it is important for the agent to have the

Continue Reading →

Evaluate Your Call Center

Evaluate – 5 Easy Ways to Improve Agent Performance in Your Call Center (6 of 6)

It’s the end of this series of six posts on the 5 easy ways to improve agent performance in your call center. As you’ll recall, the first post addressed your PMA. Use your evaluation of the processes to improve agent performance in your

Continue Reading →

Call Center Dialogue

Dialogue – 5 Ways to Improve Agent Performance in Your Call Center (Post 5 of 6)

Dialogue is a critical component in the 5 ways to improve agent performance in your call center.  It is critical because it represents a channel of communication that you must have with your managers and agents in order to run your call center efficiently and effectively. Let’s dig into

Continue Reading →


Implement – 5 Ways to Improve Agent Performance in Your Call Center (Post 4 of 6)

Continuing this series of posts featuring “5 Ways to Improve Agent Performance in Your Call Center,” the next step for call center management to take is implementation of the plan. Through the data gathering and analysis of current call volume, service level and occupancy rates, a workforce management implementation plan

Continue Reading →

Call Center Planning

Plan – 5 Ways to Improve Agent Performance in Your Call Center (Post 3 of 6)

In previous posts, you read about beginning with your own positive mental attitude (PMA).  Then, you read about the need to assess.  The next step toward improving agent performance includes planning. Developing a strategic plan is vital to the success of your call center and agent performance for several

Continue Reading →

Call Center Assessment

Assess – 5 Easy Ways to Improve Agent Performance In Your Call Center (Post 2 of 6)

Call centers rely on the collection of data to function. The data sources can include: ACD, CRM, IVR, QM, WFM, manuals, and/or spreadsheets. Call center management relies on the accuracy of that collected data. Then, management assesses the data to make determinations as to the proper adjustments to be made for goal achievement. The most successful contact centers “cut to the chase” and analyze the data to goal-set toward a positive experience for the customer. The effort is grounded by service tactics on the “calls in queue per hour” or on an “average handle time” that will ultimately affect contact quality. However, accurate metrics that exclude consideration for quantitative and efficiency calculations can have a negative effect on the customer experience – and increase costs for your call center.

Continue Reading →

Call Center Agent Performance

5 Easy Ways To Improve Agent Performance In Your Call Center (1 of 6)

It starts with you. There are a number of ways that supervisors go about improving agent performance in a call center.   If you are a supervisor, you already know that mental preparation is key when looking at improving agent performance.  If you are seeking the easiest ways to improve

Continue Reading →

Call Center Supervisor

3 Actions For Call Center Supervisors To Take To Improve Your Sales Results Today

To improve your sales results in your call center, employ the 3 actions listed in this column: posting stack rankings, giving agents’ raises and specific training. These actions are not an exhaustive list, but they can make the most difference with the least effort.  Go for it!  Taking

Continue Reading →

Call Center Inbound Sales

3 Tactics That Improve Call Center Inbound Sales

When call center supervisors contemplate how to improve call center inbound sales, they are wise to carefully consider the tactics to be used. Offering state­-of-­the-­art sales training to outperform the competition is typically the first idea considered because marginal to inadequate sales training seems to dominate the market. The

Continue Reading →

Page 1 of 125