Edition 139 - October 2007
THE DO'S AND DONT'S OF CALL MONITORING
Why do we undertake call monitoring? Is it to create a ‘Big Brother and the housemates’ atmosphere or is it really a commitment by management to quality?
STILL A BUMPY ROAD AHEAD FOR CALL CENTRE MANAGERS
New alarm bells are starting to ring for call centre managers. Staffing, remuneration and technology will continue to create challenges that need creative responses. It seems that there is a bumpy ride ahead with few simple answers.
PROFILE: JASON EGBERS, TECHNOLOGY MANAGER, iSELECT
As technology manager of iSelect, Jason Egbers is responsible for the company’s call centre technology and staff. It’s a challenging role but he has a simple credo: if you want people to work hard, you’ve got to let them play hard and you have to reward a job well done.