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Call center management and customer service

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Call center contest: How did you impact the customer experience?

The editors at SearchCRM.com want to know about your most rewarding experience as a customer service rep – our panel of judges will nominate their favorite stories and the top three will win American Express Gift Cards. Contest
Call center scheduling and call center staffing: Top 10 buzzwords

When it comes to the call center, there is no shortage of buzzwords to learn. We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed. Top Buzzwords
Managing remote call center agents: 14 best practices

Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best practices... Column

Call center management and customer service

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About This Topic

Explore call center customer service resources here, including tips for managing call center software and advice for call center operations management and performance management. Learn best practices for call center workforce management and get advice for managing call center agents and measuring agent performance. Discover how call center management training can improve your management skills. Read about innovative customer service departments that have used call center management solutions and systems. Learn about good customer service through case studies for call center supervisors and use those tips to help optimize customer service in your call center. Find news and information about trends like call center outsourcing, hosted call centers and VoIP in the call center, online customer service and speech technology in the call center. Best of all, uncover resources to help you in your call center management job and learn how to advance in your call center career.

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