Quality Assurance: Call Monitoring Your Agents Will Love Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality Monitoring, traditionally seen by agents as the...
Workforce Management: How to understand and embrace advanced workforce management. January 12, 2011 – 2:58am Work Force Management: How to understand and embrace advanced workforce management. Date: January 12, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal...
Management: Are You Parenting or Managing Your Staff? CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture...
Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture January 5, 2011 – 3:56am Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture Date: January 5, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kirk Weisler,...
Employee Morale CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect that we, as managers, may be...
