Yearly Archives: 2008

Coaching on the work floor of the call centre

Coaching serves several goals: monitoring the quality, guiding and motivating agents and maintaining contact with the market. This task is often overlooked because of hectics. A structured approach is the solution; a matter of time, attention, planning and organization. Text: Erik Bouwer Inside the call centre, quality and quantity are often at odds with each … Continue reading Coaching on the work floor of the call centre »

Bridging between search and selection and coaching

Working at a contact centre requires specific competences and skills, combined with the right motivation. That justifies a thorough recruitment process. The results of this process cannot only make sure that the right people appear at the start, they can also form the basis of good coaching and guidance. Text: Debby van Rhoon Which skills … Continue reading Bridging between search and selection and coaching »

Outsourcing

Outsourcing customer contact: you win some, you lose some Outsourcing customer contact: when organised in the right way, your customers won’t feel the difference. Or will they? What is at stake when you ask someone else to take care of all your customers? Por Erik Bouwer Sourcing is more often than not becoming a part of … Continue reading Outsourcing »