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June 2010 Blog Posts (3)

Agent Retention in your Call Center

By Colin Taylor

I was chatting earlier today with a conference organizer who wanted to get my opinion as to what the ‘hot’ buttons were regarding potential conference topics that they could offer. This was reminiscent of other similar calls I have fielded over the years and one of the top 3 topics I have always suggested is staff and agent retention. This was a ‘hot button’ topic…

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Added by Colin Taylor on June 9, 2010 at 9:20am — No Comments

New Report from Frost & Sullivan Shows Hosted Call Center Vendors Going after the Big Guys

Yesterday, Patrick Barnard with TMC.net published an outstanding article entitled "New Report from Frost & Sullivan Shows Hosted Call Center Vendors Going after the Big Guys"

Below are some pertinent excerpts:



Frost & Sullivan issued a report today entitled "North American…

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Added by Darren Prine on June 8, 2010 at 5:00pm — No Comments

Why is Training always sitting at the kid's table?

Lately, I’ve been going to a lot of events. I just hit my 3rd in two weeks. At each event there are breakout sessions and roundtables to discuss relevant issues to business.



I’ve been in sessions about Social Media, Workforce Management, Outsourcing, Inventory Control, Cloud Computing, Government Affairs, Vendor Management and about 10 other topics. But not one table dedicated to training.

Okay, so maybe one event skipping management training is okay, but all three?



Is… Continue

Added by Glenn Pasch on June 1, 2010 at 9:23pm — No Comments

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