Mary Ann Falzone Second

by Mary Ann Falzone Second only to the quality of your front-line supervisory staff, the quality of your telephone representatives is key to the success of any phone sales, service or support program. Your reps are quite literally the voice of your company! Finding great phone talent, whether from inside or outside your firm, is not always easy. And if your call center is located in a tight labor market with low unemployment and/or a labor pool that's unsuitable for your telephone applications, the search for raw talent can be a daunting one. The key to success is to use a combination of

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