Blog

Twan de Leijer

Twan joined The Call Center School in 2017. He has an extensive background in e-learning. Currently he is a product manager for The Call Center School and is constantly looking for new ways to improve the product.

Recent Posts by Twan de Leijer

7 Skills Mastered by Successful Contact Center Supervisors

The role of supervisor in a contact center is a challenging one, but if done right, a very rewarding position. For many agents, becoming a supervisor is the next step in their career. In fact, our data indicates that 80% of contact center supervisors started as an agent. Becoming a supervisor is also an excellent intermediary step to becoming a manager, as many of the skills a manager needs overlap with the skills a supervisor needs. So what exactly are the skills needed to be a successful supervisor?

In this article, we'll explore the 7 skills acquired by a successful contact center supervisor.

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E-learning or classroom training, which is right for your training needs?

When googling which training delivery method is better, e-learning or class-room delivery, you'll find that there's a hot debate about which of the two is most effective. The advocates of class-room training will say that putting learners into a room where they can interact with each other and the instructor is the better form of delivery. And the advocates of e-learning will say self-paced learning with engaging and interactive new technologies is more effective. And you know what? They're both right. That is because the answer to this question is: it depends. There is no one-size-fits-all answer to this question (bummer!). The end.

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The State of WFM in 2019. Where do you stand?

Workforce management in contact centers, with the aim of creating the best possible fit between the forecasted workload and the amount of employees scheduled, is constantly changing. With the advent of new support channels, the consequential shift in workload between channels, technological innovation and and a new generation at work, staffing departments need to constantly adjust to these new realities.

This constant change poses the question; where does the art of WFM stand in 2019? This question has occupied our sister company, injixo, for a while and they have undertaken thorough research to answer that exact question. With their support we are happy to be able to share some of the key findings from their research in this blog post.

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The Rise of the Multi-Channel Agent

And How to Prepare Agents for the Job

The days of the call center, a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. This trend continued and the number of channels continued to grow, turning contact centers into multi-channel centers where customers can choose to get in touch with companies using the channel of their preference.

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