People Management

De-Stress Your Call Center: How to Manage In a Stressful Environment

Jul 21, 2010 (0)

Control the impact of stress in your contact center by recognizing the types of stress in your environment. Here’s a comparison of “good” stress and “bad” stress, and some tips for reducing the impact of stress in your center.

People Management

Call Center Spotlight: NCS Pte. Ltd. – National Service Call Center

Mar 18, 2010 (0)

A strong focus on agent empowerment and engagement, excellent incentives that are tied to customer-centric KPIs, and a solid C-sat measurement/management process are the key reasons why NCS Pte. Ltd. earned the ICMI Global Call Center of the Year award (Small/Medium category) in 2009.

Employee Motivation and Retention

Expert’s Angle: Can Good Metrics Solve the Call Center’s People Management Issues?

Dec 10, 2009 (0)

Look carefully at the way your contact center uses metrics – the right ones, the right way -- to get agents to meet goals and produce quality contacts.

Metrics/Performance Measurement