Knowledge is the Key to Happiness: How to Make a Culture of Learning That Improves Employee Engagement

The world around us is ever–changing. To keep your company at the cutting edge of its industry requires continuous innovation and evolvement. Developing a culture of learning will improve employee engagement, increase productivity, and allow your business to move forward and grow. Knowledge is the key to happiness. This is your guide to how to create… Read More »

Call Center Basics – What Your Newest Associates Need to Know

There is no doubt that call center management is inherently a challenging job. In most cases, your agents are working with disgruntled customers. The ability to effectively manage your call center, achieve goals, and realize your vision begins with getting your new agents off on the right foot. Here is your guide to what your… Read More »

Remote Call Centers – Effective Management at a Distance

As technology continues to advance, remote call centers are becoming increasingly popular. One of the biggest draws is that they cut down on operational and IT costs. However, remote call centers are not without their challenges, with one of the main hurdles being how to implement effective management. This is your guide to managing your… Read More »

How to Conduct Your First Employee Evaluation

Employee evaluations can seem daunting, but they are extremely valuable for ensuring that you and your team are on the same page, recognize what is working well, and identify areas of needed improvement. Successful employee evaluations inspire team members and provide them with ways to continue to develop and grow. On the other hand, ineffective evaluations… Read More »

Reading Between the Lines: How to Scan Resumes to Find the Best Talent

When posting a job opening, you will likely receive hundreds of resumes. Like most hiring managers, you do not have time to read each resume word-for-word. You need a strategy to find the best candidates as quickly as possible. Follow these tips to efficiently scan resumes and find your next team member.   Clearly Define Your Expectations  Before you begin sifting… Read More »

Should I Hire an Overqualified Employee?

There tends to be a stigma around hiring an overqualified employee. Many managers avoid hiring overqualified candidates and never give their resume a second look. Concerns include:  They will want more compensation that what the job is paying. Someone with more experience will be difficult to train. They will underperform and be bored. They will not… Read More »

Workplace Safety – How to Promote Social Distancing at Your Call Center

As call centers begin to reopen during the midst of the COVID-19 pandemic, it is important to promote a healthy work environment by implementing social distancing guidelines. According to the Occupational Safety and Health Administration (OSHA), social distancing means keeping at least six feet between employees at all times in an effort to reduce the spread of… Read More »

How to Provide Mental Health Support to Your Employees

Did you know that 1 in 5 adults in the United States experiences a mental illness? Seeing as how we spend at least half of our waking hours at work, it comes as no surprise that the workplace has a significant impact on your employees’ mental health. Apart from genuinely striving to do the best you… Read More »

Welcome Back – How to set Expectations in a Post-COVID Call Center

The process of opening back up is an exciting time, but it also presents challenges for call center supervisors. There is no question that business will not resume to normal immediately. It will take time to reach a place where your staff is comfortable navigating the changes that COVID-19 has brought. How do you create a safe… Read More »