Email Alerts
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silent monitoring
Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and to ensure that customer service and productivi... Definition
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Call center error rate: Is there an industry standard?
How can call centers measure their error rates, and how should they set metrics accordingly? Call center expert Lori Bocklund answers this reader's question. Ask the Expert
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Working the call center night shift -- tips for agents
The trick to working the call center night shift is to get into a routine, says Donna Fluss in this expert tip. Ask the Expert
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Remote call center agent management quiz answers
Read the answers to the remote call center agent management quiz for more information on the management challenges and technology associated with remote call center agents. Quiz Answer
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Call center training and other ways to occupy agents during off-peak hours
Donna Fluss provides suggestions for a call center manager looking to increase productivity with call center training during off-peak hours in this tip. Ask the Expert
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Improving the customer experience: Call centers making an emotional connection
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is sti... Article
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What metrics best measure call center efficiency?
According to Lori Bocklund, every call center needs to define a metrics strategy -- and all metrics taken together will measure call center efficiency. Ask the Expert
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Can our call center drop rude customers?
In this tip, customer experience management expert Lior Arussy offers advice for handling rude customers, including tips on how to push them to the competition. Ask the Expert
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Customer satisfaction falls despite call center efforts
Customer satisfaction levels fell significantly compared with last year, according to a recent contact center benchmarking report. And that's a good thing, the authors say. Article
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Call center training for communication skills in sensitive customer situations
Donna Fluss offers advice on call center training programs for dealing with all types of customer situations in this call center tip. Ask the Expert