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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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| EXPERT TECHNICAL ADVICE: 1 - 3 of 158 |
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| CALL CENTER MANAGER EXPERTS |
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Lori Bocklund
President, Strategic Contact, Inc.
ASK A QUESTION |
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| REFERENCE & LEARNING: 1 - 3 of 43 |
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Call center interaction dos and don'ts
Amanda Malgeri, Assistant Editor | 04 Jun 2009
SPECIAL REPORT - We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction. |
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Five call center sales tips and techniques
Amanda Malgeri, Assistant Editor | 03 Jun 2009
SPECIAL REPORT - We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales professionals. |
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Varicent for Microsoft© Dynamics CRM
Published by: Varicent Software | 19 Jun 2009
PRODUCT DEMO - Drive CRM adoption by combining compensation details with opportunity management. By providing visibilty into variable compensation, your sales team will ensure to utilize your CRM and ensure its the one source for sales performance information.
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Using Advanced Analytics To Gain Insights Into Your Revenue Stream
Published by: SAP BusinessObjects | 17 Jun 2009
WHITE PAPER - This white paper discusses how leveraging analytics tends to remove the pre-work required to gain insights from your salesforce and assign it to a business solution. This way, the people can focus on the insights revealed and ultimately turn those insights into actions and business results more quickly.
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Retailers' Response to the Global Economy Downturn - Enabling Immersive Shopping Experiences
Published by: Oracle Corporation | 10 Jun 2009
WHITE PAPER - This white paper will explore the global retail industry's movement towards the attainment of total immersive shopping experience (ISE) abilities, and discuss how integrated customer relationship management (CRM) software suites will represent the key technological enabler to achieve this fundamental strategic business objective.
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Customer complaint management with Don Peppers
Published by: SearchCRM.com | 28 Oct 2008
PODCAST - In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satisfaction and uncovering customer complaints.
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Call center benchmarking best practices
Published by: SearchCRM.com | 20 Oct 2008
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 ...
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| BEST WEB LINKS: 1 - 1 of 1 |
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How to improve customer service in a call center
SearchCRM.com | 25 Aug 2008
RESOURCE CENTER - If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.
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