Unfortunately, the downside of working in a call center is that if a customer takes the time to call you, it’s probably because they’re unhappy about something.  The way you reply can make the difference between a situation that’s resolved amicably and one that escalates into something worse.  Sometimes there’s very little you can do [...]

Since we just looked at how to accept criticism, I thought we would look at how to give constructive criticism and critique a call center agent.  When critiquing a call center agent you have to remember a few things.
1. They’re human and make mistakes.  Before critiquing a call center agent, make sure that you’re seeing [...]