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	<title>CallCenterOps.com - Call Center Ops &#187; Leadership</title>
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	<link>http://www.callcenterops.com</link>
	<description>CallCenterOps provides resources and information that will help you to effectively run a call center of any size.</description>
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		<title>Assessment Tools: What They Do and Why You Should Harness Their Power</title>
		<link>http://www.callcenterops.com/assessment-tools-what-they-do-and-why-you-should-harness-their-power/</link>
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		<pubDate>Thu, 25 Sep 2008 05:30:06 +0000</pubDate>
		<dc:creator>sthan</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[People]]></category>

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		<description><![CDATA[Two dominant â€“ and highly visible â€“ problems that hinder a call centerâ€™s operation are (1) agent turnover and (2) suboptimal agent productivity. In most cases, the root causes of such challenges result from poor job fit or a lack of skills that are critical success factors for specific agent positions. Selection assessments and screening [...]


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		<title>You are the Customer Advocate for the Company!</title>
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		<pubDate>Sun, 28 Jan 2007 23:25:18 +0000</pubDate>
		<dc:creator>sthan</dc:creator>
				<category><![CDATA[Leadership]]></category>

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		<description><![CDATA[A Bean Counters World: 
During times of cutbacks it’s an accountant’s world – a bean counters world. Bottom line rules when revenues are shrinking. We all have watched many companies make substantial cuts to the employee count as a means of controlling cost. Controlling costs often comes with a hidden cost. In the effort to head-off [...]


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