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  • Call center software: Performance improvement through technology

    This tip offers a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers. For call center managers contemplating the addition of new call center technolog...  Chapter Download Library

  • Customers: The best judge of agent performance

    New tools are making it easier than ever to allow customers to provide feedback on their interactions with call center agents.  Article

  • New call center agents -- top 10 pitfalls

    Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be imp...  Ask the Expert

  • Tips for calculating first call resolution (FCR) in the call center

    What is the most common way of determining first call resolution (FCR)? How do you measure FCR? Learn the answers to these questions in this expert tip by Lori Bocklund.  Ask the Expert

  • Lowering call abandon rate in the call center

    Is it possible to have zero abandoned calls in a call center? Read Lori Bocklund's advice on lowering abandon rate in this call center expert tip.  Ask the Expert

  • Call monitoring of sales calls to meet industry needs and regulations

    Monitoring of sales calls often varies by industry, as Liz Roche points out in this expert tip. Learn how call monitoring can meet industry needs and regulations.  Ask the Expert

  • Are call center metrics changing to account for customer intelligence?

    Metrics are changing as call centers want to understand not just why their customers are calling, but who is calling, and what we can do for them or with them.  Ask the Expert

  • Do not call rules for an outbound call center

    In this expert tip from Donna Fluss, she explains the rules of the do not call list for an outbound call center. A company can call a customer with whom they have a pre-existing relationship, she says.  Ask the Expert

  • Customer self-service quiz answers

    Looking for a cheat sheet to SearchCRM.com's Customer self service quiz? Read answers and get detailed information on all related CRM topics, including the benefits of self service technology and how to select and manage self service applicati...  Quiz

  • Web self service: Building a business case

    Beyond the allure and seemingly straightforward benefits of self service lie a few "gotchas" that are critical to both leveraging and building a credible, sustainable business case for self service. Allen Bonde, Senior Vice President of Strategy & Ma...  Building a business case

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