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Guillermo A.

Guillermo A.
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A Rough Guide for Call Center Workers Who Can Work Remotely - 2

Posted by Guillermo A. on Dec 21, 2017 6:00:00 AM

Part 2

A primer for call center agents who can work remotely, call center supervisors with remote agents, and others in the call center industry.

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Topics: Call Center Agents, Company Culture, IVR system

A Rough Guide for Call Center Workers Who Can Work Remotely

Posted by Guillermo A. on Dec 20, 2017 1:53:46 PM

Part 1

Whether you are a call center agent who can work remotely, or a call center supervisor with remote agents, the following is a rough guide of expectations, tips, and considerations. IVR, Interactive Voice Response, will route a call to an agent without regard to physical location. The IVR’s determining factor may be skills-based routing, but mainly dependent on whether an agent is available or not.

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Topics: benefits of the cloud, Call Center Agents, Company Culture

Professional Development for Call Center Agents

Posted by Guillermo A. on Apr 12, 2017 9:00:00 AM

Working as a call center agent can be challenging. You often get calls from people who are frustrated, upset, or angry. And you have to find a way to interpret their needs, all the while devising and offering effective solutions that guarantee their satisfaction. Whew! That's a tall order.

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Topics: Agent Training, Call Center Agents

Top Five Things Contact Centers Get Wrong

Posted by Guillermo A. on Mar 22, 2017 9:00:00 AM

Have you ever wondered why your contact center is performing poorly? Or why your agents are defecting left and right? Because agents are the lifeblood of your organization, it stands to reason that the challenges they face on a daily basis can easily become bigger challenges that your business will have to grapple with sooner or later. Want to know what you could be doing wrong and how to fix it? Don’t worry; we’ll get there. First, let’s take a moment to dive in and gain some perspective.

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Topics: Build A Better Contact Center, Contact Center Agents

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