Let’s face it, managing a call center is hard work. And the hardest part usually has nothing to do with schedules, payroll, IT challenges, etc. The hardest part is the people – the simple ongoing work of managing call center agents.
Of course, some agents are hardworking, stellar performers. Others, however, can be downright sneaky and highly proficient and avoiding work, which makes it hard to manage a team to top productivity. These are challenges every call center manager must face, but there are strategies ... [Read More]