Email Alerts
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"Do not call" quiz answers
Refresh your memory on "do not call," including National Do Not Call Registry regulations, with the answers to SearchCRM.com's quiz. Quiz
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Driving customer equity by empowering and training call center agents
Experts Peppers and Rogers offer advice on call center agent job satisfaction, and how well-paid, well-trained call center agents can contribute to building long-term customer equity. Ask the Expert
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Calculating the call center agent seat utilization ratio
Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats. Ask the Expert
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Help desk supervisor goals for providing service and support
Expert Donna Fluss gives advice on the role of help desk supervisors, offers tips for best providing service and support and explains their relationship with call center management. Ask the Expert
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Call center management strategies
Learn the 10 best ways to improve call center agent job satisfaction in this chapter download from "Call Centers for Dummies." Chapter Download Library
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Offering customer refunds as part of a customer service strategy
Expert Lior Arussy advises a reader on call center agents offering credits or refunds as part of a customer service strategy. Ask the Expert
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Negotiating skills and strategy: Top five buzzwords
Negotiation skills are essential in the business world. These top buzzwords offer some tips on common negotiation tactics, so you'll be prepared for any situation where you need to use your negotiating skills or prepare a strategy. Top five buzzwords
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Improving agent performance in the call center with five steps
Improving the performance of a call center agent who fails the established quality criteria is one of the biggest challenges for managers. Read five steps from Donna Fluss to help improve agent performance. Ask the Expert
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Customer service and call center jobs: Five best practices for getting ahead
These tips offer advice on common career challenges for customer service representatives and call center agents. Find out how to get ahead in a customer service job. Article
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Reducing short calls and unproductive calls
Reducing short calls and unproductive calls in the call center may require self-service or quality scoring, says call center expert Lori Bocklund, but defining "short" and "unproductive" is key. Ask the Expert