Call Center Management Community
  • Home
  • latest content   
    • Featured Articles
    • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds
  • Home
  • Featured Articles
  • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds

Call Center Management Featured Article

January 04, 2019

Changing the Reputation of Contact Center Work


By Paula Bernier, Executive Editor, TMC

Do you enjoy low pay? Getting yelled at by customers? Spending eight hours a day in a windowless box while evil overlords monitor your every move?

Well, my friend, then working in a contact center just may be for you!

That’s a joke. Or is it?

Truth be told, working as a contact center agent isn’t necessarily all that bad. In fact, it can be a pretty good gig. But, as well all know, this type of job doesn’t exactly have a great reputation.

It’s up to contact centers to change that. Working to improve negative perceptions can help contact centers attract better talent, retain top performers, and keep employees and contractors engaged.

Contact center managers can do that in a variety of ways. Training agents and providing them with constructive feedback and praise can help agents improve, give them a sense of accomplishment, and help them better understand what they’re working towards. Recognizing and rewarding agent and team successes also encourage good work in the future.


Organizations that define their goals and share them with employees tend to have more positive cultures and better results. Contact centers are no exception. Informing agents of where they stand and where they can go if they meet set goals can also drive them to work harder and strive for leadership positions.

Holding occasional gatherings to encourage teamwork and celebrate successes can contribute to a positive contact center culture. Inviting employees to communicate with managers and one another can further build team mentality and potentially even lead to new solution identification. And providing tools and processes that work well and make sense can go a long way in demonstrating that the contact center cares about its customers and its employees.




Edited by Maurice Nagle



HOME

CALL FOR CONTENT




Workforce Management Metrics: Unlock the Secrets to Growing Your Bottom Line



Strategies for Improving Schedule Adherence

Call Recording Software is Essential for your Call Center

The Ultimate Guide to Contact Center Shrinkage


Decision Guides

  •   Workforce Management in the Cloud
  •   Workforce Management Selection Guide
  •  Scheduling Spreadsheets Are Not Really Free

Follow Us

QUICK LINKS

  • HOME
  • FEATURED ARTICLES
  • LATEST NEWS
  • CONTACT US
  • CALL CENTER SCHEDULING
  • WORKFORCE MANAGEMENT

CALL CENTER MANAGEMENT

Monet Software provides an affordable and flexible On Demand Call Center Management Solution to accurately forecast call volumes, effectively schedule and manage performance of their agents, resulting in increased service levels and reduced payroll costs.

Powered By Technology Marketing Corp. © 2023 Copyright. Ph: (800)-243-6002 (203)-852-6800 | Contact TMC