Call center manager

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  • Contact center technology today requires a new approach

    Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal with... 

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work. 

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center to things like vacation, breaks, lunch, holidays, sick time, training, etc. 

  • Quiz: Customers and Call Centers

    How to take the quiz: - After reading the question, click on the answer that you think iscorrect to go to the whatis. 

About Call center manager

Call center managers and supervisors, browse this topic section for news, advice and case studies to help improve call center performance. Find out how to choose and use call center metrics effectively and how to interpret statistics. Learn to evaluate and monitor agents and motivate and retain employees, plus how to measure call center agent job satisfaction and reduce churn. Also learn how to train customer service representatives, create call center schedules and plan effective staffing, plus how to decrease average talk time in an inbound call center. Research how to design a call center, how to prepare and follow a service-level agreement (SLA), how to predict call volume and manage a contact center budget. Learn call center outsourcing best practices. Find details on how to use quality monitoring tools, achieve first call resolution (FCR) and measure occupancy and average handle time (AHT), while still considering customer satisfaction and incorporating customer surveys into the call center.