The Skinny on Call Monitoring

| Kathryn Jackson

Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.

Customer Intimacy: Getting Past the First 15 Seconds

| Kathryn Jackson

Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.

Giving FEEDBACK

| Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,