One of the enduring myths that lies on contact center operations are the perception that unless a manager can walk up and stand behind an agent and observe the call directly, the agent is not going to perform properly. The managerial culture believes: out of sight, running break
Read more »Virtual Contact Center: The Myth of the Unmanaged Agent
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Home-Based Agents Don't Degrade Quality
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Contact centers are not quite as "central" as they used to be. The old cliche of a big room full of representatives handling phone calls is starting to come apart, thanks to technological developments and to the critical need for new sources of labor.
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Philippines Call Center Agents Motivation Program
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A call center job is a stressful work, if one would ask an agent from any Philippine call center, they would mention the same problems in their jobs. Read more »
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