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Jodyb65-- check out Brad Cleveland's book Call Center Management on Fast Forward and Carlaw's book Managing and Motivating Contact Center Employees. They're both on Amazon. Sounds like its really not working and if your call center manager isn't willing to make some changes you might have to go a level higher. I would suggest some training programs aimed to promote team spirit, encourage strong corporate values, and support a positive work environment. But you want this initiative to come from the top on down to make it most effective.
Dillon7579-- Maybe you can share with us your amazing solution (Web site) otherwise it sounds like marketing jargon from the company you work for with I am willing to bet on.
Last edited by Bill_LumbergTPS; 06-12-2003 at 06:19 PM..
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