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Productivity (5)

Call Center Coaching 101

When new agents are hired they are usually trained during onboarding. These are most often in a group setting and cover the basics of what the agent needs to know to perform their job successfully, as well as the company's goals and expectations. But what happens once "call center reality" steps in?


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How to avoid "shrinkage"... in a call center

I was a Workforce Manager for many years and trust me when I say “shrinkage” can make a HUGE difference in your daily production. Shrinkage is the unscheduled or scheduled activities that don’t allow the agents to do the actual job that they are being paid to do.

Foxie has a team full of people who have started up and managed call centers and we have put together a list of ways to help combat "shrinkage."

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