Call Center Agent Desktops

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It has been said that Content is King, but what does that mean for the agent desktop? Does this mean that all agents should receive the same content (sorted by the skill or queue they are responsible for, of course)? For the busy call center manager many times that is exactly what it means but… Read more »

Wallboards and workforce politics

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At first glance anyone would look at this title and think what does one have to do with the other?  In a properly run call center they would not have anything to do with each other. However, in a call center that does not have goals, objectives, and structured agent reviews wallboards and workforce politics… Read more »