Management, Human Resources, and Life in a Customer Focused World

I just reposted a post I wrote with some information about the compensation levels for call center functions at an agent level for 2007.  The same report (the U.S. Contact Center Compensation Survey by the Mercer Human Resources Consulting group) detailed some call center management pay for the same year (2007).
For Team/Group Managers, some of [...]

[Read more →]

Tom Vander Well’s QAQNA blog had an amusing post today that I wanted to share.  He talks about how you “Dress” your conversation.
Basically, his point is that a company with a physical dress code expects that their employees adhere to it. Coming to work in shorts and a T-shirt when the dress code is slacks [...]

[Read more →]

Reposted from early last year — I’m still trying to find a similar survey done for 2008 compensation to see how things have changed.
The amount that a call center agent is paid makes a big difference to them and to the company’s success. In general, the median total cash compensation varies about $3 dollars depending [...]

[Read more →]