Call center manager

• Five low-cost contact infrastructure projects recommended by Gartner 29 Oct 2009

  News - Contact center budgets have been tight, but there are some low-cost infrastructure projects, according to Gartner. The key is to be prepared when money is available.

• 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.

• 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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• Understanding call center occupancy vs. call center adherence

  Answer - Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center.

• How can I measure call center agents' unavailable and "not ready" time?

  Ask the Expert - Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center.

• How long should I spend on the quality monitoring process for each call?

  Ask the Expert - Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process.

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• Call center video: PlumChoice uses Aspect workforce management system

  Video - 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.

  

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• Workforce management software product directory

  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 details.

• Call center interaction dos and don'ts

  Special Report - 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...

• FAQ: Making call center technology decisions

  FAQ - 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 different...

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• 10 Quick Wins for Sales & Marketing Published by: ZoomInfo | 09 Nov 2009

  eBook - In this e-book, we examine ten ways sales organizations can accelerate the progression from cold to close. From improving marketing results through pinpoint prospecting to making sure sales and marketing are on the same page, here are some tangible steps you can take to move faster from cold to close.

• Selling to the C-Level: How to Convince Company Leaders to Buy Published by: ZoomInfo | 09 Nov 2009

  White Paper - This paper examines how to conduct successful C-level sales calls and the psychological strategies and linguistic tactics that help you convince company leaders to buy. Read on to learn the five steps for conducting the successful C-level sales call.

• Using Performance Drivers to Enhance Business Success: Identifying, Visualizing and Analyzing Key Performance Drivers (KPD metrics) Published by: myDIALS Inc. | 04 Nov 2009

  White Paper - This paper examines performance metrics and focuses on the nature, identification and use of Key Performance Drivers to enhance business success. It illustrates how these KPD metrics can be visualized and logically related to the Key Performance Indicators that measure those outcomes.

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• Customer complaint management with Don Peppers

  Podcast - 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...

• Call center benchmarking best practices

  Podcast - 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.

• Measuring call center key performance indicators to optimize cost, quality

  Podcast - 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

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• call center schedule adherence 04 Oct 2009

  Word - 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 04 Oct 2009

  Word - 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.

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