Mike Rowe has looked at a lot of ‘dirty jobs.’ However, he has never looked at a job like a call center. Beyond the spotless cubicles and cleaned office space lies the challenges of ‘working the phones."‘ Part of that is the contentious call, trying to turn a confrontational situation into a moment of collaboration. Learn from other professions who have to handle challenging situations, and how contact center personnel can use their strategies.
Read MoreWhen you think of call center work, what comes to mind? If you are like most people, the images are not very favorable. However, perhaps no group is as responsible for the image your customers have about your company and brand. Companies need to capture this reality, elevate ‘call centers’ into ‘experience centers’ and turn their staff into knowledge workers.
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