Most call centers do not have a union in them. Generally speaking, employers and some staff prefer not to have them on site.

In this episode, I explain the rules and things one can expect during and after a vote to certify. Be advised that I am not suggesting one does or does not join a union. These are the facts; you need to make informed decisions before finalizing your choice. That is what this episode is intended to do.

We all have an opinion about our boss and company. It is normal not to be happy with a policy or a corrective action. How you give feedback is very important. Managers and other senior leaders in companies are highly sensitive to employee pushback. In a lot of call centers, management hates employee pushback. That is changing, but it is taking time.

In this episode, I dive in and offer some tips for feedback to the managers in your center or for any job.

What do T1, 2, and 3 do in tech support? I explore this edition of the podcast. I also tackle the recent uptick in angry customer interactions with a message about the importance of being respectful on the call.

We cannot ignore the reality that AI is everywhere. Even in Call Centers, AI is having an impact. Good or bad whichever way you see it the fact remains that AI is changing the job and in this episode, I speak about AI and its benefits and drawbacks.

A CRM tool is software that helps you manage the customer relationship. In this episode I give a very basic idea of what a CRM is does and how to use it.

Premium rate, premium service, or 900 numbers. Whichever way you slice it, they are where billable services like adult chat lines, tarot reading, and special services, including tech support, are offered for a price, a very hefty one too.

Back in the 80s and 90s, 900 numbers generated huge profits for companies and people. Some still exist, but for the most part, billable offerings are offered on 800 numbers and are billed to a card, not your phone, with some exceptions.

Listen here to find out more.

The Operations Manager is a pretty important person in the call center. They intersect with Team Leaders and Call Center Managers. They have to have a lot of skills to do the work. The biggest among them is a keen eye for detail and the ability to manage many systems, and they should also be people-centered. That is a lot to juggle in a day, but a good OM can and does do it. Learn more about the role and what I think OMs should have in the way of skillsets. There are also tips for staff who work for OMs in this episode.

C. T.

Call centers are magnets for bullies. It's a very serious problem, and so is dealing with customers on calls who are bullies. This is a frank discussion about the problem and what can and should be done to address it.

Guy Winch, Ph.D. Author The Squeaky Wheel is quoted in this episode.

https://www.guywinch.com/

Blog post-Last Frontier Bullying in call centers

This episode is about humor on and off the call and some of the humor that you may encounter in a call center.