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Vicki Herrell
Executive Director,
Society of Workforce Planning Professionals (SWPP)
10 points
Vicki Herrell serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. Herrell brings to the position over fifteen years of experience in the call center ...
Vicki Herrell serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. Herrell brings to the position over fifteen years of experience in the call center and workforce management industry, serving for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of SWPP’s On Target newsletter and the Workforce Management Expert Solutions book.
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April 27, 2010
Vicki Herrell
and
3 other people
answered this question
What makes a bad call center agent?
One key factor to check out before hiring someone -- can they communicate over the phone? Always do a telephone interview of potential call center agents to see how good they are on the phone. That is a great first step in hiring the right ... more