How to motivate call center agents when pizza parties stop working. The three real energy drains on a contact center floor, and what to do about each one.
August 12, 2026
Welcome to the BPODiary!
Tips, advices and help for you BPO career growth!
August 10, 2026
Call center quality assurance tips for managers who want QA to change behaviour: fixing your parameters, running calibration, and coaching from the recording.
August 7, 2026
How to give feedback to call center agents so behaviour actually changes. The coaching structure, the QA conversation, and what to do with a defensive agent.
August 5, 2026
How to reduce attrition in a call center when you cannot touch salaries. The four real reasons agents quit, and the floor practices that keep them from leaving.
August 3, 2026
First time manager mistakes in BPO rarely look like mistakes on the day you make them. Four errors that cost new team leads their best agents, and the fix.
July 31, 2026
How to be a good team leader in a call center: 5 floor-tested skills the books skip, from cutting attrition to handling the tough 2 AM escalation call.
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