Manage

Manage

Learn to apply best practices and optimize your operations.

• 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. Continue Reading

• The top five sources of increased customer power

  Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena. Continue Reading

• Using subject matter experts (SME) to develop call center managers

  Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor. Continue Reading