CRM / Call Center Topics:
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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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.
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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.
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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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Call center workforce management software the choice for PlumChoice
23 Apr 2009
Article - Managing 465 remote call center agents servicing 102 consumer technology products 365 days a year meant significant scheduling headaches for PlumChoice, but moving from Excel to workforce management (WFM) has made a huge difference.
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Is now the time for contact center spending?
Voices of CRM blog
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13 Apr 2009
News - Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest.
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Customer service on Twitter takes more than software
31 Mar 2009
Article - Comcast's director of digital care shares how his company is using social networks like Twitter for customer service.
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Should marketing or customer service manage your social networking efforts?
05 Mar 2009
Article - The emergence of Web 2.0 and social networks has left many wondering who should take responsibility for the new channel.
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Extending the call center through unified communications demands a comprehensive strategy
24 Feb 2009
Article - Unified communications bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole.
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Aspect takes AIM at contact center performance management
08 Jan 2009
Article - Aspect's acquisition of AIM's performance management software will bring in-house capabilities it previously provided through an OEM with Merced.
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Poor customer service, not price, driving most customer churn, study says
11 Dec 2008
Article - As the global economy plunges into a recession, organizations may be better served by focusing on customer service rather than pricing, a study from Accenture suggests.