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.
Must read
- Finding remote call center agent jobs and opportunities Ask the Expert - In this expert answer, Donna Fluss gives tips for finding remote call center agent jobs and lists 16 things people should do to prepare for a job as a remote call center agent.
- Managing call center stress: Three stress management training courses for agents Ask the Expert - In order to deal with the tension of emotional calls, call center agents often require stress management training. Expert Donna Fluss names three companies who have developed stress management courses for call center agents in this tip.
- CRM jobs and careers: Special report Special Report - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement. Get the latest CRM job market news and headlines from SearchCRM.com and other sources....
- Are one-to-one relationships between agents and customers a good idea? Ask the Expert - Expert Martha Rogers discusses the relationship customer service representatives (CSRs) should have with customers.
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How to increase call center staffing with Erlang C calculator
Answer - Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.
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How can I measure call center agents' unavailable and "not ready" time?
Ask the Expert - Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center.
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Determining ratio of back-office agents to support inbound call center agents
Ask the Expert - Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.
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Questions to ask when analyzing call center talk time
Ask the Expert - The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents.
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Two ways to calculate average handle time: At the agent level vs. queue/skill level
Ask the Expert - Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip.
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Using a call center staffing calculator to determine staffing needs
Ask the Expert - Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need.
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Using weighted averages to calculate ASA and abandonment rate
Ask the Expert - Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular measurement...
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Three management tips for overseeing call center agents on night shift
Ask the Expert - There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.
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Managing customer conversations in the call center
Ask the Expert - Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.
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Examining call center cell phone regulations
Ask the Expert - Find out why most call centers don't allow cell phones or other personal items inside. Learn about call center regulations set by the PCI and FCC.
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