How to Make a Call Center Agent Engagement Survey
You can't improve agent satisfaction without knowing how they feel. Explore our best practices and tips...
Tag: call-center-agents
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Help Your Agents Improve First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower your agents and improve...
Why You Should Hire Agents Based on EQ Not IQ
When hiring new talent, it’s easy to get caught up in qualifications and work experience. However,...
Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are...
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9 Types of Call Center Customers (and How to Deal With Them)
Call center agents deal with dozens of customers each day, each with a unique problem to...
10 Huge Mistakes Your Call Center Agents Are Making Right Now
Like any profession, it’s very common for call center agents to fall into bad habits. That’s...
The 9 Worst Phrases Contact Center Agents Say to Customers
What is the primary purpose of a contact center agent? You might say it’s to close...
Call Center Overwhelm is Not Normal — Stop Treating it That Way
Why do we treat call center overwhelm like a necessary evil? Call volumes spike, agents get...