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Team building boosts contact center agents’ performance
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie. Feature
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Contact center strives for strategic role in customer experience management
It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset. Feature
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
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Workforce management software product directory
The workforce management (WFM) software product directory contains basic information about WFM vendors and products in the WFM market. Listings include: Vendor information, product name and website, short and long product descriptions and pricing det... Product directory
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Call center interaction dos and don'ts
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do ... Special Report
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FAQ: Making call center technology decisions
We've compiled this list of the top FAQs on making call center technology decisions from our resident experts. This FAQ series was designed to help you get quick answers to some of the most common call center technology questions. Learn about differe... FAQ
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Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train... Special Report
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Five best practices for starting a call center
There many factors to consider when building a new call center, and doing it successfully can be a difficult, time-consuming process. To help the launch go smoothly as possible, use these five best practices from the experts. Special Report
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How to improve customer service in a call center
Improving call center customer service and enhancing the customer experience is something every company wants to do, but many don't know where to start. If you want to learn how to improve customer service in a call center, these resources, expert ti... Resource Center
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CRM jobs and careers: 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. ... Special Report
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At-home call center agents promise savings, but reservations linger
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them. News | 17 Apr 2012
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column | 03 Apr 2012
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Technology-empowered agents create a positive customer experience
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts. News | 29 Mar 2012
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Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast. Podcast | 02 Mar 2012
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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
- See More: News on Call center manager
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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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Tips for benchmarking call center metrics
Get our top tips for benchmarking call center metrics in this expert answer. Answer
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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
- See More: Expert Advice on Call center manager
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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. Definition
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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. Definition
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Quiz: Customers and Call Centers
Take a short quiz and test your knowledge about call center lingo. Quiz
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Experts demystify the complexity of PCI compliance in the contact center
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center. Podcast
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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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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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At-home call center agents promise savings, but reservations linger
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them. News
-
Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column
-
Team building boosts contact center agents’ performance
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie. Feature
-
Technology-empowered agents create a positive customer experience
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts. News
-
Contact center strives for strategic role in customer experience management
It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset. Feature
-
Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
-
Experts demystify the complexity of PCI compliance in the contact center
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center. Podcast
-
Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast. Podcast
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Tips for benchmarking call center metrics
Get our top tips for benchmarking call center metrics in this expert answer. Answer
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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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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.