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Effective call center supervision: understanding the supervisor's responsibilities in the call center. (Point Of View).(Brief Article)

Many call center supervisors go through each day without thought as to what their job entails. In some call centers it's the supervisor who...
Customer Interface, 09/01/02 by Coen, Dan · More from publication
New recruits need your attention; give rookies the training they need to progress to the major leagues. (Point Of View).(Brief Article)

Have you ever thought of your contact center as a professional baseball team? In baseball, each team needs a quality system of developing up and...
Customer Interface, 05/01/02 by Coen, Dan · More from publication
Ask a question, show you care: simple, non-threatening queries build strong agent relationships. (Point Of View).(employee relations with sales representatives)(Brief Article)

Call center managers must constantly seek out techniques to help them build relationships with their agents. A call center is about performance...
Customer Interface, 03/01/02 by Coen, Dan · More from publication
It's a new year - time to motivate your agents! (Point Of View).(Brief Article)(Column)

It's time to have some fun in the contact center! Build an environment. Play some games. Motivate your agents. It's a new year, and with a new...
Customer Interface, 01/01/02 by Coen, Dan · More from publication

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Your Work Five Ways to Speak Like Obama

Five Ways to Speak Like Obama

Barack Obama is a master at grabbing and keeping his audience's attention, which is the number one goal of any public speaker. How does he do it? Here are five key lessons from Obama's rhetorical playbook.
Your Industry Why Time-Warner Cable and News Corp. Need Each Other

Why Time-Warner Cable and News Corp. Need Each Other

Time Warner Cable and News Corp. are in an end-of-year face-off over carriage fees, with TWC threatening to pull Fox programming. While both flex their muscles, the truth is that both need each other so that consumers don't run into the arms of alternative viewing methods.
Your Money Death in the Family: 12 Things to Do Now

Death in the Family: 12 Things to Do Now

Hang onto this essential checklist, so you’ll know what to do when the time comes.