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

Historically speaking, call centers have all too often been split — you’re either a selling agent or you’re a service agent. These two hiring profiles were polar opposites and even when sitting together in the same area they held themselves apart by force of personality and title separation. This was the paradigm that [...]

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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 [...]

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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 [...]

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One of the blogs that I read is by Penelope Trunk called the Brazen Careerist. She’s got some very interesting topics and subjects that she covers. In July of ‘08, she wrote a post called:
Figure out how much you should be paid (and three cheers for transparent salaries)
I thought it was quite interesting, specifically the [...]

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