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.

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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

  • Customer value management with Don Peppers

    Podcast - Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our...

  • Managing customer profitability with Martha Rogers

    Podcasts - In the May installment of the Creating Customer Value podcast series, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices...

  • Measuring forecasted calls against handled calls in the call center

    Podcast - Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT).

  • Understanding call center schedule adherence

    Podcast - Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.

See also -Topics Related to Call center manager:

Call center VoIP software, Call center agent, On-demand call center, Outsourcing, Software, Speech technology, Online service