CRM and call center

Call center management strategies

Chapter Download Library -  Learn the 10 best ways to improve call center agent job satisfaction in this chapter download from "Call Centers for Dummies."

Team building activities for the call center

Chapter Download -  This chapter provides three easy team-building activities for call center managers to use with their teams. Find simple ways to build rapport in your call center, even if it includes virtual or remote agents. The activities offer point-by-point...

Beyond customer satisfaction: Know your customers intimately

Chapter Download -  This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally.

How to Conduct a Call Center Performance Audit

Chapter Download Library -  This guide explains how to conduct a performance audit and understand more than 50 specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound customer...

Call center training: Best methods for sharing knowledge, part 1

Chapter Download Library -  Frequent change is a way of life for the call center. Call center managers are challenged to train and re-train amid a fairly high turnover. You ramp up new employees, contractors, vendors, and partners. You adapt across time zones and cultures to do...

Improving customer service through excellence: Chapter download series

Misc -  This three-part chapter download series features chapter excerpts from expert Lior Arussy's new book, Excellence Every Day. In each chapter, Arussy discusses his theories on excellence, motivation and customer satisfaction, and explains how organizations...

Team building games for call center employees

Chapter Download -  This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff.

The top five sources of increased customer power

Chapter Download Library -  Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena.

Measuring customer service excellence

Chapter Download -  Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of each...

Better customer service through technology: Tips and techniques

Chapter Download Library -  This tip offers advice for the people side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt...