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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  • 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...

  • Five call center sales tips and techniques

    Special Report - 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...

  • Five best practices for starting a call center

    Special Report - 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.

  • How to improve customer service in a call center

    Resource 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 tips...

  • CRM jobs and careers: Special report

    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....

  • Call center eLearning: Top 10 buzzwords

    Top Buzzwords - Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for...

  • Cell phone activities for call center teams

    Chapter Download - Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.

  • Office poker games to break the ice in the call center

    Chapter Download - 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...

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