CRM / Call Center Topics:
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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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.
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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
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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...
Comprehensive customizable CRM, first call resolution CRM and Open Source CRM.