The highest hurdle that stands before most call center managers today is the shortage of qualified agents. To help you prepare for booming call center growth and the demands of the emerging multichannel environment, we have compiled a collection of articles, ideas and tools to give you the foundation for a forward-thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and intense rivalry for multiskilled agents will add up (if it doesn't already) to a management nightmare unless you have an effective recruitment and new-hire training program in place. In these articles from Call Center Management Review, selected for their educational value, practicality and timeless recruiting and new-hire principles, you will find innovative practices, programs and strategies to get the right people with the right aptitudes and abilities in place before training commences… and then cultivate those new hires into high-performance agents equipped and ready for the challenges ahead. 23 articles
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Agent Hiring, Agent Recruiting, Agent Training, Hiring
This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
Agent compensation/benefits, Career/skill paths, Agent Incentives, Employee Motivation and Retention
The highest hurdle that stands before most call center managers today is the shortage of qualified agents. To help you prepare for booming call center growth and the demands of the emerging multichannel environment, we have compiled a collection of articles, ideas and tools to give you the foundation for a forward-thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and intense rivalry for multiskilled agents will add up (if it doesn't already) to a management nightmare unless you have an effective recruitment and new-hire training program in place. In these articles from Call Center Management Review, selected for their educational value, practicality and timeless recruiting and new-hire principles, you will find innovative practices, programs and strategies to get the right people with the right aptitudes and abilities in place before training commences… and then cultivate those new hires into high-performance agents equipped and ready for the challenges ahead.
Paperback, 160 pages, 23 articles
Hiring, Agent Recruiting, Agent Training
This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
Recognition, Agent Incentives, Agent Satisfaction/Engagement, Agent compensation/benefits
