Effective eLearning training in the call center: Eight tips for success
SearchCRM.com | 08.04.2008 OPINION - Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning ...
Managing remote call center agents: 14 best practices
SearchCRM.com | 05.07.2007 OPINION - Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna ...
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