Call center agent

Trying to find success as a call center agent? This section includes comprehensive resources on call center metrics, quality monitoring, performance management, call center training and job satisfaction. Learn how to stay motivated as a customer service representative (CSR) and how to interpret and evaluate important metrics of the call center, including average handle time, average hold time, first call resolution (FCR) and occupancy. This section also includes information on agent churn in the call center and working as a remote or home-based call center agent.

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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)

  • outbound call center 23 Jul 2007

    Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)

  • inbound call center 23 Jul 2007

    Word - An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls... (Continued)

  • Erlang C 23 Jul 2007

    Word - Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers... (Continued)

  • inbound call 23 Jul 2007

    Word - An inbound call is one that a customer initiates to a call center or contact center... (Continued)

  • call center agent 20 Jul 2007

    Word - A call center agent is the person who handles incoming or outgoing customer calls for a business.

  • Erlang B 20 Jul 2007

    Word - Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)

  • silent monitoring 14 Jun 2007

    Word - 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 productivity...

See also -Topics Related to Call center agent:

Call center VoIP software, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Online service