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IN THIS TOPIC:	EXPERT TECHNICAL ADVICE (60)

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CALL CENTER SOFTWARE AND CALL CENTER MANAGEMENT EXPERTS



			Donna Fluss Principal ASK A QUESTION


	How can a call center offshore outsourcing firm attract new clients? 09 Jul 2008 EXPERT ANSWER - It's difficult for call center outsourcing firms to differentiate themselves from their competitors. Donna Fluss gives tips for call center outsourcers looking to attract new business in this expert tip.


	Preparing for a call center agent job interview: What skills are required? 19 May 2008 EXPERT ANSWER - Donna Fluss lists the skills managers are looking for during an interview for a call center agent position.


	Call center rules and regulations: Why are they so strict? 19 May 2008 EXPERT ANSWER - In this expert response, Donna Fluss explains why call center agents need to adhere to strict rules and regulations on the job.


	Phone sales techniques: Keeping customers on the line 17 Apr 2008 EXPERT ANSWER - Many outbound call center agents struggle with keeping customers on the phone. Donna Fluss explains some phone sales techniques in this expert Q&A.


	Why do call centers use courtesy calls? 27 Mar 2008 EXPERT ANSWER - Learn the three types of courtesy calls and why call centers use them in this expert response.


	Call center seating: Keeping track of vacant workstations 27 Mar 2008 EXPERT ANSWER - Donna Fluss names two vendors who provide software solutions for tracking and managing workstation utilization in the call center.


	Tips for starting a home-based call center 05 Mar 2008 EXPERT ANSWER - Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents.


	How can we motivate our call center agents to up-sell? 21 Feb 2008 EXPERT ANSWER - Get tips for training call center agents to up-sell and cross-sell in this expert response.


	Training for quality assurance analysts: What topics should we cover? 21 Feb 2008 EXPERT ANSWER - Expert Donna Fluss answers a question about training for quality assurance analysts and gives tips for topics to cover.


	Tips for ensuring high quality and productivity without burning out call center agents 15 Jan 2008 EXPERT ANSWER - Expert Donna Fluss gives tips for achieving high productivity from call center agents while keeping them satisfied and motivated.


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