Call center software and metrics:

• A new acronym for the call center: Total Cost of Outsourcing (TCO)

  Answer - 05 June 2004

• Change management and first call resolution

  Answer - 12 May 2004

• Creating incentive programs for nontraditional call center agents

  Answer - 12 May 2004

• Determining first call resolution metrics for an inbound call center

  Answer - One reader asks, "What level of first call resolution (FCR) should I set for an inbound center?" Read Lori Bocklund's advice in this expert tip. 12 May 2004

• Measuring cost per call

  Answer - One reader asks, "Should I be worried if my cost per call has risen $0.51 in two months?" Lori Bocklund explains the calculation behind cost per call. 28 April 2004

• Looking for low-cost outsourcers that also do financial transactions

  Answer - 16 April 2004

• CRM compatibility with phone systems in England

  Answer - 24 February 2004

• Public Switched Telephone Network

  Answer - 24 February 2004

• Speech recognition user groups

  Answer - 18 February 2004

• Best software for managing a telemarketing operation

  Answer - 22 October 2003