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|Call center manager||Table of Contents|
- Call Center Metrics
Measuring and understanding metrics can be a pain point for call center managers. With that in mind, SearchCRM.com teamed up with Strategic Contact to bring you this Call Center Metrics School. Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking metrics for years, you'll learn tips for designing a metrics strategy that works.
center manager learning guide
This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology. Use this guide to find exactly what you need for call center management, whether it's strategic advice, metrics information, performance management help or outsourcing calculations.
- Remote call
center agent management quiz
Remote call center agents can be a useful option for businesses to meet staffing demands with flexibility. Managing remote call center agents requires a different set of standards and communication methods. Find out how much you know about remote call center agent management in this quiz.
- Call center
Call center outsourcing has evolved with technology over the years, but it may not be the right choice for your organization. This quiz will test your knowledge of call center outsourcing practices and terms.
- Customers and
call centers quiz
This quiz will test your understanding of the basic elements of customer service. Get up to speed with call center fundamentals and customer service best practices as well as common call center terms.
call center attrition quiz
This quiz was designed to test how savvy call center managers are at preventing agent attrition. Learn effective methods that can be used to keep agents happy and motivated and keep them on the job longer.
- Hosted call center
Is your organization considering a hosted call center? How much do you know about hosted CRM call center technology and vendors? Test yourself today to start optimizing your call center tomorrow.
Call center performance management Table of Contents
center performance management learning guide
As a call center manager, you are tested on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. Here you'll find learning tools on performance management to make you an effective call center manager.
center performance management quiz
Call center agents and managers, test yourself on improving performance and learn about the call center performance management trend in this quiz.
Interactive voice response (IVR) systems Table of Contents
center interactive voice response (IVR) system quiz
Call center interactive voice response (IVR) systems continue to expand their functionality. Learn what an interactive voice response system is and find out about improving the call center with IVR with this quiz.
VoIP call center Table of Contents
- VoIP in the
call center All-in-One guide
This All-in-One Guide is a collection of resources on Voice over Internet Protocol (VoIP) in the call center that you'll find useful regardless of where you are in the learning or buying process. Get tips for evaluating VoIP, deploying VoIP in the call center and maintaining your VoIP technology.
- VoIP call center
VoIP is the technology of choice for some call centers. The question is, can VoIP optimize call center performance in your organization? Test yourself on VoIP technology and how it works in the call center in this quiz.
- Quiz: VoIP
Get started with the fundamentals of VoIP and test your VoIP IQ in this quiz from SearchVoIP.com.
CRM vendors Table of Contents
- CRM upgrades All-in-One
Navigating a CRM upgrade can be intimidating. Learn best practices in this All-in-One Guide, including how to decide if you should upgrade your CRM system and practical advice and tips for upgrading Siebel, PeopleSoft or SAP CRM.
- Oracle CRM All-in-One
This guide covers everything you need to know about Oracle CRM. Find resources including advice on evaluating Oracle CRM software, Siebel and PeopleSoft resources, plus tips on Oracle CRM implemention and management.
- Microsoft CRM All-in-One
Microsoft Dynamics CRM is a recent addition to the CRM midmarket, but it's already making headlines. Find out about evaluating, deploying and managing Microsoft CRM in this comprehensive guide.
- SAP CRM All-in-One
In just a few years, SAP went from a notable CRM vendor to a market leader -- and it shows no signs of slowing down. Find out about evaluating, implementing and managing SAP CRM in this comprehensive guide.
Dynamics CRM quiz
Find out how much you know -- and learn new things -- about Microsoft Dynamics CRM in this quiz.
- Enterprise CRM
software vendors quiz
Learn about CRM software from top CRM vendors in this quiz.
CRM ROI Table of Contents
- CRM ROI quiz
There's still a lot to learn about ROI for CRM. Take this quiz to test your knowledge of ROI and read expert advice on how to get ROI from your CRM projects.
Vertical CRM Table of Contents
- CRM for
financial services quiz
The financial services market is becoming a key industry vertical for software vendors, and analysts don't expect that to change anytime soon. This quiz features questions from some of our most popular news articles, including how vertical CRM is changing the industry and how many financial institutions are having success with CRM.
Customer loyalty Table of Contents
loyalty and satisfaction learning guide
Learn about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers in this topic section. This guide will lead you through defining, measuring and maintaining customer satisfaction and loyalty.
- Customer loyalty
This quiz covers common customer loyalty terms, related technology and best practices for retaining customers. Find out how much you know -- and learn new things -- about building customer loyalty.
Customer data Table of Contents
- 360-degree view
of the customer quiz
Learn the definition of the 360-degree view of the customer and read advice on how to integrate customer data integration (CDI) into a customer strategy in this quiz.
Marketing strategy Table of Contents
- Marketing strategy:
This guide is designed to make you a better marketer regardless of where you are in the learning process. Read tips and techniques for preparing a marketing strategy, get expert advice and more.
- Email marketing
Email marketing is a vital strategy for today's businesses. Test yourself on email marketing practices and terms with this quiz.
Open source CRM Table of Contents
- Open source CRM
This open source CRM tutorial is your best resource for understanding and leveraging open source CRM as it applies to your own CRM strategy. You'll find an introduction to open source CRM, information on the open source CRM software market, tips for evaluating and implementing open source CRM software and more.
- Open source CRM
How much do you know about open source and open source CRM vendors? Test your open source knowledge with this quick quiz.
SaaS CRM Table of Contents
- SaaS CRM
Software as a Service (SaaS) is a burgeoning technology in the CRM market, but is it the right choice for your organization? This is your best resource for making an informed decision about the pros and cons of hosted CRM.
- How savvy are you
about hosted CRM?
How much do you know about hosted CRM technology and vendors? Test your hosted CRM knowledge with this quiz.
Sales force automation Table of Contents
force automation learning guide
This guide introduces the fundamentals of salesforce automation (SFA), offers expert advice on SFA and includes content on other sales-related topics including sales effectiveness.
compensation best practices quiz
Some of today's businesses are exploring new methods for sales compensation, including using sales compensation management and sales compensation automation tools. Use this quiz to test your knowledge of compensation procedures and best practices.
- Mobile CRM vendors
Trouble keeping up with CRM mobile vendors? Enhance your knowledge with this quiz and learn about SFA vendors.
Self service Table of Contents
self service learning guide
This guide introduces the fundamentals and benefits of customer self service. It is meant to provide a "quick start" approach through articles, examples of best practices, case studies and expert advice.
- Customer self
Many CRM practitioners are aware of the cost savings associated with self service. But there is more to know to make self service effective. See how much you know about custmoer self service with this quiz.
- Employee self
Employee self service (ESS) can be used to help employees handle routine tasks and for help desk employees and call center agents to assist customers better. Get up to speed with employee self service here.
Speech analytics Table of Contents
analytics technology quiz
As more call centers become familiar with speech analytics, the technology continues to develop and mature. Find out how much you know about speech analytics technology with this quiz.
Web 2.0 Table of Contents
- Web 2.0 and CRM
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking.
Workforce optimization Table of Contents
optimization (WFO) All-in-One Guide
This workforce optimization (WFO) All-in-One Guide is your best resource for information on workforce optimization software and the call center technologies included in a WFO suite.
Test your knowledge of workforce optimization concepts and WFO software with this quiz.
This was first published in April 2009