Monthly Archives: November 2008

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 do you need to be a good contact centre agent? … Continue reading Bridging between search and selection and coaching »


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 the strategy formulation process of companies. Sourcing deals with the … Continue reading Outsourcing »

Voice problems

Every contact centre professional knows the buzzing of voices at the workplace. Dozens of voices talk at the same time – now just imagine those voices breaking down. Straining of the voice is a risk and can lead to personnel falling away. By Erik Bouwer Stress and stress factors Everyone experiences work stress from time to time. Stress is the result of stress factors and … Continue reading Voice problems »