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Dennis Adsit

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Error-Proofing Strategies for Managing Call Center Fraud

Thoughts of fraud can cause call center leaders to sit bolt upright in bed at night. The damage to a company’s reputation from agents stealing credit card information is a serious threat. Further, companies are constantly trying to combat a low, but steady percentage of consumers’ attempts to not pay for goods they have received….


Fixing Between-agent Variation Can Make All the Difference

Here is the good news: To help their call centers improve, managers need to solve just one problem – between-agent variation. That’s right. Fixing that problem can take a call center to a new standard of excellence. Of course there are other operational challenges that need to be solved, but between-agent variation is such a…

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Cutting-Edge Methods Help Target Real Call Center Waste

Many processes and supporting functions operate in call centers…planning, staff scheduling, call routing, after-call processing and reporting. However, the single most important process in a call center – the one repeated thousands of times a day and the one most in need of improvement – is an agent handling an inbound or outbound call. Find Out More…

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The Futility of Call Center Coaching

One-agent-at-a-time coaching is the go-to method in call centers for trying to improve center-wide output measures. But it is less valuable than many believe. Through the use of mathematical modeling and simulation, it is possible to see that coaching, even in moderate turnover environments, does not offer a return on investment (ROI). More-effective improvement strategies…