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Office poker games to break the ice in the call center
Office poker games are a fun way to encourage your employees to get to know each other better.This chapter excerpt from "More Quick Team-Building Activities for Busy Managers" gives step-by-step instructions for starting an interactive game of office... Chapter Download
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Team building games for call center employees
This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff. Chapter Download
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Call center management training
Ongoing training in the call center is extremely important -- for call center agents and call center managers alike. While most call centers spend a lot of time and energy training call center agents, they don't always focus on the next level: call c... Special Report
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Measuring customer service excellence
Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of eac... Chapter Download
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Call center metrics guide
Learn the top 10 metrics to measure as well as those metrics on the honorable mention list in this printable metrics chart by call center experts at Strategic Contact. Download
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Meet the instructors for the Call Center Metrics School
Expert Advice
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Call center metrics school: Final exam
After you've gone through the 10 lessons in the call center metrics school, test your knowledge in this final exam. Final exam
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Call center chatting: Top 10 buzzwords
Today's customers are going to the Web instead of the phone when they need to place an order, pay a bill or get an answer to a question. Because of this, chat technology, which allows call center agents to communicate with customers online, has becom... Top Buzzwords
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Which of the following is not true about cost per contact?
Test yourself on cost per contact in this question from the Call Center Metrics School quiz. Quiz
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In quality monitoring, when should call center managers give feedback?
Test yourself on quality monitoring scores in this question from the Call Center Metrics School quiz. Quiz
- See More: Essential Knowledge on Call center manager
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Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market. News | 31 Jan 2012
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Customer service is from Venus, data quality is from Mars
How can the two talk to one another? Forrester has a few ideas and some advice to get customer service on board with data quality and vice versa. Blog | 25 Jan 2012
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News | 21 Nov 2011
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News | 10 Nov 2011
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Column: RightNow key to Oracle’s customer experience management plans
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry. News | 03 Nov 2011
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Yahoo, Amex talk up different customer service approaches
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did. News | 31 Oct 2011
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Oracle-RightNow: Expert reactions and the Cloud Services Agreement
There's plenty of reaction about Oracle's $1.4 billion acquisition of RightNow, but its impact on licensing might be the most important. Blog | 26 Oct 2011
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Contact centers improving customer service by expanding agents’ role
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections. News | 11 Oct 2011
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Tips for managing and improving a small call center
We've compiled this list of tips for small call centers looking to manage and improve call center performance. Get tips from the experts on everything from building a new call center to evaluating small call center software. Tip
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Pros vs. cons of independent consulting
Succeeding as an independent consultant isn't as easy as one might think. Tip
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Leveraging recruiters
The dos and don'ts of working with a recruiter Tip
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Fireclick tracks customers across 7 Blue Seas
7 Blue Seas was looking for a way to track customers in order to improve the Web experience. Tip
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Telecorp's direct line to improved customer service
Armstrong was looking for a CRM solution that would help them staff their call centers more efficiently. Tip
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Peterson's raises its customer NetIQ
Peterson's realized that they needed to track the activity of the users on their site. Tip
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Revisiting the value of Web self-service
Many organizations need to revisit the value and purpose of providing Web self-service as part of their CRM strategy. Tip
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OLAP (online analytical processing)
OLAP enables a user to easily and selectively extract and view data from different points-of-view. Tip
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Partner Relationship Management (PRM)
Tip
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Book review: Strategic Customer Care
This book is overflowing with case studies and lessons learned from the three evolutionary stages of customer care. Tip
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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How to account for temporary call center shrinkage
Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences. Answer
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Improving end-to-end processes to help customer service
Expert Lori Bocklund explains how improving your end-to-end processes in the contact center can help you improve customer service and workflow in your center. Answer
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How to improve contact center efficiency -- without stepping on toes
Stuck in the "that’s the way we’ve always done it" trap at your contact center? Lori Bocklund has the answers to help you optimize your processes and improve contact center efficiency. Answer
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Using process optimization to increase efficiency
What’s the best way to increase efficiency when you’ve got confusing and difficult software? Our expert Lori Bocklund shows you how navigate the waters of process optimization. Answer
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Which call center billing model should I use?
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Answer
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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. Word
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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. Word
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Quiz: Customers and Call Centers
Word
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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USAA's Audrey Tarter on contact center career advancement
USAA’s Tarter advises agents to informally take on contact center leadership tasks to demonstrate ability. Video
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Kate Leggett on AHT, FCR, customer satisfaction and loyalty
In this video, Kate Leggett, a Forrester analyst discusses some of the overused and potentially misleading customer service metrics, how customer satisfaction impacts loyalty and the influence of metrics on contact center technology purchases. Video
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Kate Leggett on prioritizing customer service metrics
Forrester's Kate Leggett shares her thoughts on wading through the wealth of contact center metrics and how to arrive at the right core metrics whether it's business focused or call center focused. Video
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Best practices for quality monitoring in the contact center
Get advice and tips on quality monitoring of calls and learn more about analyzing the monitoring data from Deelee Freeman of The Call Center School. Podcast
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Oriental Trading Co. launches customer reviews
Sam Taylor, CEO of the Oriental Trading Co., sought to make the company customer-centric by re-launching customer reviews, which earned it a customer service excellence award from Gartner and Peppers&Rogers. Video
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Call center video: PlumChoice uses Aspect workforce management system
Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management. Video
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Customer complaint management with Don Peppers
Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satis... Podcast
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Call center benchmarking best practices
This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to track performance. Podcast
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Measuring call center key performance indicators to optimize cost, quality
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 Podcast
- See More: Multimedia on Call center manager
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
-
Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market. News
-
Customer service is from Venus, data quality is from Mars
How can the two talk to one another? Forrester has a few ideas and some advice to get customer service on board with data quality and vice versa. Blog
-
Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News
-
The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
-
Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News
-
The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
-
Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News
- See More: All on Call center manager
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.