Call center software and call center management:

• Managing call center stress: Three stress management training courses for agents

  Answer - In order to deal with the tension of emotional calls, call center agents often require stress management training. Expert Donna Fluss names three companies who have developed stress management courses for call center agents in this tip. 15 September 2008

• Finding remote call center agent jobs and opportunities

  Answer - In this expert answer, Donna Fluss gives tips for finding remote call center agent jobs and lists 16 things people should do to prepare for a job as a remote call center agent. 31 July 2008

• How can a call center offshore outsourcing firm attract new clients?

  Answer - It's difficult for call center outsourcing firms to differentiate themselves from their competitors. Donna Fluss gives tips for call center outsourcers looking to attract new business in this expert tip. 10 July 2008

• Preparing for a call center agent job interview: What skills are required?

  Answer - Donna Fluss lists the skills managers are looking for during an interview for a call center agent position. 20 May 2008

• Call center rules and regulations: Why are they so strict?

  Answer - Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. 19 May 2008

• Phone sales techniques: Keeping customers on the line

  Answer - Many outbound call center agents struggle with keeping customers on the phone. Donna Fluss explains some phone sales techniques in this expert Q&A. 22 April 2008

• Why do call centers use courtesy calls?

  Answer - Learn the three types of courtesy calls and why call centers use them in this expert response. 27 March 2008

• Call center seating: Keeping track of vacant workstations

  Answer - Donna Fluss names two vendors who provide software solutions for tracking and managing workstation utilization in the call center. 26 March 2008

• Tips for starting a home-based call center

  Answer - Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents. 05 March 2008

• How can we motivate our call center agents to up-sell?

  Answer - Get tips for training call center agents to up-sell and cross-sell in this expert response. 22 February 2008