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  • Preparing for a call center agent job interview: What skills are required?

    Donna Fluss lists the skills managers are looking for during an interview for a call center agent position.

    DFluss545 pointsBadges:
  • How do I lower the average handle time?

    A call center agent who works in the credit card industry, wonders how he can lower his average handle time.

    ITKE347,750 pointsBadges:
  • Call center scheduling: How to manage Auxiliary or unavailable time

    Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time.

    ITKE347,750 pointsBadges:
  • FCR for an individual call center agent?

    One eager call center agent wants to determine his personal first call resolution (FCR), but as Lori Bocklund explains, that metric must be calculated for the entire call center. Read her advice in this expert Q and A.

    ITKE347,750 pointsBadges:
  • Going green with at-home call center agents

    Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.

    Barney Beal5,165 pointsBadges:
  • Home-based call center agents aid staffing woes at The Shopping Channel

    Home-based call center agents were the ideal staffing remedy for unpredictable call volume at The Shopping Channel and helped the Canadian-based retailer improve the customer experience.

    ITKE347,750 pointsBadges:
  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

    ITKE347,750 pointsBadges:
  • Managing call center agents

    In this section you'll learn call center managing skills, including hiring, motivating and retaining agents and call center performance management.

    ITKE347,750 pointsBadges:
  • call center agent

    A call center agent is the person who handles incoming or outgoing customer calls for a business.

    ITKE347,750 pointsBadges:
  • Work-at-home agents part of a shifting tide for West Marine

    With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches.

    Barney Beal5,165 pointsBadges:
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