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

Someone recently asked me:
“When’s the right time to centralize different divisions or receptionists into a centralized center?”
This is a question that a lot of companies struggle with and mirrors the simple question of
“Should I start a contact center?”
The easy answer is: It depends.
I know. It’s a co-out. It is, however, true as well. [...]

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Ask a Manager is a blog where people write in and ask questions of the writer.  The latest post is about scheduling — a very pertinent question in a call center environment.  The questioned asked, in summary, was
my boss has written me in for shifts without asking me if I am available.
Almost everyone in a [...]

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