Call center

HIGHLIGHTS

	Call Center Manager Learning Guide LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.
	Managing remote call center agents: 14 best practices OPINION - Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna ...
	Developing a quality assurance form for evaluating call center agents EXPERT ANSWER - I am looking for sample quality assurance (QA) forms that can be used in call centers for evaluating call center agent performance critically and objectively. Do you know of any resources I can use to find sample documents ...
	Call center agents -- six simple steps to help motivation ARTICLE - Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.

SUBTOPICS

	Call center agent Trying to find success as a call center agent? This section includes comprehensive resources on call center metrics, quality monitoring, performance management, call center training and job satisfaction. Learn how to stay motivated as a customer service representative (CSR) and how to ...
	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 ...
	Hosted call center What are the challenges of a hosted call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service ...
	Online service This online customer service topic section features resources to help you define the pros and cons of online customer service and evaluate vendors. Learn how to get started with using self-service technology and discover web-based customer service best practices. Read case studies from ...
	Outsourcing Call center outsourcing and offshore outsourcing spark a heated debate amongst call center professionals. Browse the latest call center outsourcing news, expert advice and learning tools to help determine if outsourcing is right for your call center. Learn how to manage agents, optimize ...
	Software Find call center software resources in this topic section, including information on evaluating vendors and best practices for using call center technology. Read definitions for various call center software options and learn about specific technology like workforce optimization (WFO) ...
	Speech technology Discover the value of speech technology and evaluate speech vendors for your call center in this topic section. Research the definition and benefits behind speech analytics, interactive voice response (IVR) technology, speech recognition technology and call recording tools. Learn how to ...
	VoIP call center Voice over Internet Protocol (VoIP) is making waves in the call center, but is it right for your organization? Start here for the latest news, expert advice and resources. Get an introduction to VoIP and find information on products and vendors. Learn how to calculate the ROI of a VoIP ...

	SEE ALSO - Topics Related to Call center:  CRM management, CRM marketing, Sales management, Software as a Service (SaaS) and CRM on demand, Customer data management, CRM learning center, CRM software decisions