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The highest hurdle that stands before most call center managers
today is the shortage of qualified agents. To help you prepare for
booming call center growth and the demands of the emerging
multichannel environment, we have compiled a collection of
articles, ideas and tools to give you the foundation for a forward-
thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and
intense rivalry for multiskilled agents will add up (if it doesn't
already) to a management nightmare unless you have an
effective recruitment and new-hire training program in place. In
these articles from Call Center Management Review, selected for
their educational value, practicality and timeless recruiting and
new-hire principles, you will find innovative practices, programs
and strategies to get the right people with the right aptitudes and
abilities in place before training commences… and then cultivate
those new hires into high-performance agents equipped and
ready for the challenges ahead. Paperback, 160 pages, 23
articles
today is the shortage of qualified agents. To help you prepare for
booming call center growth and the demands of the emerging
multichannel environment, we have compiled a collection of
articles, ideas and tools to give you the foundation for a forward-
thinking approach to agent recruitment and new-hire training.
The increase in call center openings, low employment and
intense rivalry for multiskilled agents will add up (if it doesn't
already) to a management nightmare unless you have an
effective recruitment and new-hire training program in place. In
these articles from Call Center Management Review, selected for
their educational value, practicality and timeless recruiting and
new-hire principles, you will find innovative practices, programs
and strategies to get the right people with the right aptitudes and
abilities in place before training commences… and then cultivate
those new hires into high-performance agents equipped and
ready for the challenges ahead. Paperback, 160 pages, 23
articles