Dan Coen

[Call center] managers should see that mastering technology becomes the agent's smallest concern. Have agents focus on the customer service and sales aspects of the job. —Dan Coen, president of www.CallCenterToday.com and author of "How to Become a GREAT Call Center Manager"

Provide call center agents with consistent sales and communications retraining sessions. Also provide consistent product knowledge and computer knowledge retraining sessions. —Dan Coen, president, CallCenterToday.com & author of   "How to Become a GREAT Call Center Manager"