I just returned from the American Teleservices Association’s (ATA) convention in New Orleans where I had many discussions about issues facing the Call Center and Contact Center Industry. I will be writing about a few of these issues over my next few blogs.

Topic: Retention-How can we keep good people?

This was one of the main topics of conversation among many of the attendees.

There are three main areas where you can improve your retention: read more

Every manager realizes at some point that they or their team is not performing at their peak or at the level they want to be.  Results seem harder to get, the daily structure feels disorganized and it seems like there aren’t enough hours in the week.

Upon reflection, you notice short cuts have crept into everyone’s routine and consistency has fallen by the wayside. You spend most of your time reacting to what comes up rather than being proactive.  How did you end up there, but more importantly, what kind of management training can you get back on track? read more