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	<title>CallCenterOps.com - Call Center Ops</title>
	
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	<description>CallCenterOps provides resources and information that will help you to effectively run a call center of any size.</description>
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		<title>Assessment Tools: What They Do and Why You Should Harness Their Power</title>
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		<pubDate>Thu, 25 Sep 2008 05:30:06 +0000</pubDate>
		<dc:creator>sthan</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[People]]></category>

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		<description><![CDATA[Two dominant – and highly visible – problems that hinder a call center’s operation are (1) agent turnover and (2) suboptimal agent productivity. In most cases, the root causes of such challenges result from poor job fit or a lack of skills that are critical success factors for specific agent positions. Selection assessments and screening [...]


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		<title>Is Your Web Site Driving the Wrong Calls?</title>
		<link>http://feedproxy.google.com/~r/CallCenterOps/~3/cT3hS-9XVvU/</link>
		<comments>http://www.callcenterops.com/is-your-web-site-driving-the-wrong-calls/#comments</comments>
		<pubDate>Fri, 01 Feb 2008 04:54:20 +0000</pubDate>
		<dc:creator>site admin</dc:creator>
				<category><![CDATA[Customers]]></category>

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		<description><![CDATA[Your web strategy may be to drive calls into the call center so that you can serve the customer or ultimately upsell the customer. Your web strategy may also be driving call volume that you do not want. In a recent experience, we encountered an organization where the web was driving unwanted call volume into [...]


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