Monthly Archives: July 2009

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 »

Agent selection

Text: Alfons Daanje Working at a contact centre: the past few years this was not a good opener at parties, birthdays or at the café when someone asked about the job of another person. Everyone seems to have a negative experience with contact centres that call during dinner time with a fantastic offer of green energy or a loan with an interest rate that you … Continue reading Agent selection »

Agent profiles and client profiles

Text: Christian Pijnenborgh The question which many contact centre managers frequently ask themselves is in which way an efficient contact centre operation can be organized by making use of the knowledge and experience of the employees in a right way, in order to handle client contacts as effective as possible. The benefits of working with skill-groups are formed by a higher efficiency of the contact … Continue reading Agent profiles and client profiles »