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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Contact center benchmarking study finds emphasis on profits, processes
29 Sep 2009
News - Despite the economic downturn, contact centers are working toward providing profit and streamlining their business processes, an annual call center benchmarking study has found.
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Work-at-home agents part of a shifting tide for West Marine
24 Sep 2009
News - With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches.
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Is now the time for contact center spending?
Voices of CRM blog
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13 Apr 2009
News - Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest.
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Aspect takes AIM at contact center performance management
08 Jan 2009
Article - Aspect's acquisition of AIM's performance management software will bring in-house capabilities it previously provided through an OEM with Merced.
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Going green with at-home call center agents
05 Aug 2008
Article - Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
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Successful workforce management initiative depends on educating contact center agents
29 May 2008
Article - Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step.
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CRM in the contact center sees little progress
27 May 2008
Article - A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.
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Remote agents require special care
18 Oct 2007
Article - Work-at-home agents need different attention and require uniform training and service level agreements that focus on more than numbers.
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Customer service and call center jobs: Five best practices for getting ahead
02 Jul 2007
Article - These tips offer advice on common career challenges for customer service representatives and call center agents. Find out how to get ahead in a customer service job.
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Improving the customer experience: Call centers making an emotional connection
26 Apr 2007
Article - 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 still...
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