Call center agent

• Contact center benchmarking study finds emphasis on profits, processes 29 Sep 2009

  News - Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found.

• Work-at-home agents part of a shifting tide for West Marine 24 Sep 2009

  News - With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches.

• Is now the time for contact center spending? Voices of CRM blog  |  13 Apr 2009

  News - Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest.

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• How to increase call center staffing with Erlang C calculator

  Answer - Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.

• How can I measure call center agents' unavailable and "not ready" time?

  Ask the Expert - Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center.

• Determining ratio of back-office agents to support inbound call center agents

  Ask the Expert - Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.

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• Call center interaction dos and don'ts

  Special Report - Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do...

• Call center contest: How did you impact the customer experience?

  Contest - The editors at SearchCRM.com want to know about your most rewarding experience as a customer service rep – our panel of judges will nominate their favorite stories and the top three will win American Express Gift Cards.

• CRM jobs and careers: Special report

  Special Report - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement. Get the latest CRM job market news and headlines from SearchCRM.com and other sources....

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• Why Change Schedulers? Published by: BMC Software, Inc | 09 Oct 2009

  Webcast - Job Scheduling tools are often perceived to reduce operational costs and increase IT efficiencies. Attend this webinar to find out how companies reduce their costs by switching to BMC CONTROL-M.

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• Linking call center agents and customer profit with Martha Rogers

  Podcast - Learn about the link between call center agents and customer profit and find out how predictive analytics technology can help build customer profitability in this podcast.

• Measuring call center key performance indicators to optimize cost, quality

  Podcast - In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me

• Managing customer profitability with Martha Rogers

  Podcasts - In the May installment of the Creating Customer Value podcast series, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices...

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• Quality of Experience 03 Apr 2008

  Word - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured,...

• off-peak 23 Jul 2007

  Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

• outbound call 23 Jul 2007

  Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

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