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What’s Your Call Center Management Style?

[fa icon="calendar'] Jun 3, 2016 12:48:33 PM / by Jade Longelin posted in call center management, quality management,

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How Neal Topf of Callzilla Runs a Successful Call Center

[fa icon="calendar'] Apr 18, 2016 9:37:48 AM / by Briana Songer posted in gamification, employee engagement, neal topf, callzilla, call center management

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Neal Topf, President and Co-Founder of Callzilla, has been focusing on customer experience in the call center for 11 + years, working  in Miami and Bogotá. He doesn't believe there's an 'easy button' to running a call center. Passion, innovation, and a genuine care for his employees' well-being are what make his call center successful.

Jade Longelin and Briana Songer, employee engagement advocates, were able to have a sit-down with Topf to understand what makes a quality call center executive.

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Why You Should Allow Your Call Center Agents to Socialize More

[fa icon="calendar'] Mar 28, 2016 11:30:00 AM / by Jade Longelin posted in Agents, retention, social collaboration, best practices in call center, call center management

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Is your call center all about productivity and efficiency? If so, you'd be surprised to know that allowing a little bit of idle chitchat between agents in your call center could actually bring more good than harm.

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5 Call Center Vendor Management Best Practices

[fa icon="calendar'] Mar 21, 2016 4:00:00 AM / by Briana Songer posted in vendor management relationships, call center vendor management best practices, call center vendor management, call center management

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You see the big picture. While others get caught up by hype, you identify value. 

You have the weight of the company's success on your shoulders because you're accountable for the risk versus reward of the call center vendor you select.

If the vendor works out, you are credited a job well done (and hopefully a raise).

If it doesn't, your reputation and job are essentially on the line.

You are a call center vendor manager. 

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