Call center software and call center management:

• Training for quality assurance analysts: What topics should we cover?

  Answer - Expert Donna Fluss answers a question about training for quality assurance analysts and gives tips for topics to cover. 21 February 2008

• Lowering average handle time for the help desk

  Answer - In this expert response, Donna Fluss explains how to streamline the communication process between call center agents and the help desk. 17 January 2008

• Tips for ensuring high quality and productivity without burning out call center agents

  Answer - Expert Donna Fluss gives tips for achieving high productivity from call center agents while keeping them satisfied and motivated. 17 January 2008

• When opening a 24-hour call center, how should we handle scheduling?

  Answer - Expert Donna Fluss discusses how to handle scheduling and shift creation when opening a 24-hour call center. 09 January 2008

• Are there call recording tools for monitoring remote agents?

  Answer - Expert Donna Fluss gives an overview of the technology available to monitor, coach and support remote call center agents. 12 December 2007

• Quality monitoring in the call center: What to measure

  Answer - Expert Donna Fluss gives advice on what to focus on when conducting a quality monitoring review in the call center. 12 December 2007

• Best practices for hiring call center agents

  Answer - Expert Donna Fluss gives tips for call center managers looking to streamline the hiring process in the call center. 11 December 2007

• Is your call center team leader ready for a management position? 10 ways to tell

  Answer - It can be difficult to evaluate a team leader's potential for a higher-level call center management position. Read 10 tips from Donna Fluss to determine whether your call center team leader is ready to be a call center manager. 05 November 2007

• What's the difference between speech recognition software and voice tags?

  Answer - Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. 05 November 2007

• Quality calibration in the call center for multiple languages

  Answer - Expert Donna Fluss advises a reader on call center quality calibration across multiple languages. 21 September 2007