Call center software and call center management:

• How to implement an effective call center workforce management system

  Answer - Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent retention. 16 October 2009

• Three management tips for overseeing call center agents on night shift

  Answer - There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents. 14 July 2009

• Managing customer conversations in the call center

  Answer - Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers. 02 July 2009

• Pros and cons of using a pay-per-call service in the call center

  Answer - Learn the pros and cons of using a pay-per-call service in the call center. Discover other call center pricing schemes, such as pay-per-minute. 14 April 2009

• Examining call center cell phone regulations

  Answer - Find out why most call centers don't allow cell phones or other personal items inside. Learn about call center regulations set by the PCI and FCC. 13 April 2009

• Overview of open source call center software

  Answer - Get an overview of open source call center software and learn about open source software vendors and open source telephony systems on the market. 27 January 2009

• Creating work-at-home agent agreements for call center employees

  Answer - Learn what to include in work-at-home agent agreements and get a list of categories the agent agreement should address in this expert tip from Donna Fluss. 26 January 2009

• What call center events or conferences should we attend?

  Answer - Get an overview of the U.S.-based call center conferences and trade shows that call center professionals should attend and view a listing of upcoming call center events. 03 December 2008

• Ten ways to re-energize and motivate call center agents

  Answer - Expert Donna Fluss lists 10 techniques call center managers can use to refresh and motivate call center agents during the day. 22 October 2008

• Pros and cons of auto-response software in the call center

  Answer - Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss. 16 September 2008