CRM Call center performance management:
Working with workforce optimization software
Call center performance management
Learn how to use call center performance management tools to manage your call center staff with the expert tips and best practices in this section.
Learning Guide - Performance management skills are essential, yet they aren't easy to master. 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...
Ask the Expert - Call center expert Lori Bocklund offers tips on using workforce management tools to calculate average speed of answer (ASA) and other call center metrics.
Quiz - Call center agents and managers, test yourself on improving performance and learn about call center trends in this quiz from SearchCRM.com.