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Printable Handouts
Navigable Slide Index
- Introduction
- Jeff Rose-Martland
- Operation
- Contact centers
- Simple contact centre organization
- Types of contact centers
- Outbound contact centers
- Inbound contact centers
- Inbound - emergency and government services
- Inbound - employee care
- Inbound - customer care
- The popcorn maker example
- The results of a call to the customer care service
- New ways to contact organizations
- Function
- The importance of agents
- Why have agents?
- Users demand human interaction
- What do agents do?
- The essence of the agent's job is communication
- The importance of communication skills
- Customers' expectation from the agent
- How do organizations regard agents?
- Different roles of agents
- What are agents?
- The importance of agents in contact centers (1)
- The importance of agents in contact centers (2)
- Reality
- The attitude towards agents
- Users' attitude towards agents
- Agents are forced to endure the abuse
- Agents' interaction with the users
- The agent is stuck in the middle
- Dehumanization
- Reasons behind the dehumanization
- Agents aren't valued by the organization
- Reasons for the lack of value towards agents
- Evaluation methods
- The agent is becoming a machine
- Quality evaluation
- Quality evaluation - example "empathy"
- Quality evaluation effect on agents
- Dehumanization - summary
- Frustration
- The misconceptions about the agents' job
- The basis of this misunderstanding
- The disadvantages in the agents' work
- The work of agents
- Communication is disregarded by the management
- Agents cope with angry users constantly
- The chat agents
- Lack of guidance in dealing with the abuse
- The aspects that are missing in this job
- The difficulties in being an agent
- The end result
- Hope
- Human agents are to stay
- Emergency services in an agent-less world (1)
- Emergency services in an agent-less world (2)
- Contact centers are a new industry
- Making contact center a happy workplace
- The contact centre survival plan
- References
Topics Covered
- Simple contact center organization
- Types of contact centers
- Why have agents?
- What are agents?
- Reality
- Dehumanization
- Quality evaluation
- Frustration
- Contact center survival plan
Links
Series:
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Talk Citation
Rose-Martland, J. (2009, September 29). Voice from the front-line [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/PPNE3081.Export Citation (RIS)