Call center manager

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NEWS: 1 - 3 of 48

	Call center management training SearchCRM.com | 10 Jun 2008 SPECIAL REPORT - We've gathered these tips and advice on call center management training to help you train current and future call center managers in your organization.

	Successful workforce management initiative depends on educating contact center agents SearchCRM.com | 29 May 2008 ARTICLE - Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step.

	CRM in the contact center sees little progress SearchCRM.com | 27 May 2008 ARTICLE - A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 131

CALL CENTER MANAGER EXPERTS
			Lori Bocklund President, Strategic Contact, Inc. ASK A QUESTION

	Volume metrics vs. call center performance metrics 04 Jun 2008 EXPERT ANSWER - Not sure if you should use volume metrics or performance metrics in the call center? Lori Bocklund discusses which type is best in this expert tip.

	Measuring individual employee performance in the call center 04 Jun 2008 EXPERT ANSWER - Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels.

	Are one-to-one relationships between agents and customers a good idea? 29 May 2008 EXPERT ANSWER - Expert Martha Rogers discusses the relationship customer service representatives (CSRs) should have with customers.

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REFERENCE & LEARNING: 1 - 3 of 38

	Office poker games to break the ice in the call center Written by: Brian Cole Miller | 11 Jun 2008 CHAPTER DOWNLOAD - This chapter excerpt gives step-by-step instructions for starting an interactive game of office poker with your call center staff.

	Cell phone activities for call center teams Written by: Brian Cole Miller | 11 Jun 2008 CHAPTER DOWNLOAD - 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.

	Team building games for call center employees Written by: Brian Cole Miller | 11 Jun 2008 CHAPTER DOWNLOAD - This chapter includes three team building games for call center employees. These activities can be used to encourage team building in call centers and motivate call center staff.

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WHITE PAPERS

	L'oreal Effect or the Lipstick Effect Published by: Wipro Technologies | 27 Jun 2008 WHITE PAPER - This article analyzes the impact of change in economic conditions on consumer purchase behaviour and its effect on retailers and consumer goods companies.

	When Hot's Not: Lead Scoring for Better Results Published by: Vtrenz, Inc | 26 Jun 2008 WHITE PAPER - This white paper reveals the power that a comprehensive lead-scoring model can deliver, and help you understand the key considerations necessary to arrive at an accurate and reliable lead score.

	Selling CRM to Your Sales Team Published by: Touchtone Corporation | 26 Jun 2008 WHITE PAPER - One of the most difficult, yet critical components of a CRM implementation is the selling of the CRM to the sales team, as this paper offers some advice on how to succeed in that endeavor.

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DOWNLOADS: 1 - 1 of 1

	Managing customer profitability with Martha Rogers Published by: SearchCRM.com | 22 May 2008 PODCASTS - Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.

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BEST WEB LINKS: 1 - 1 of 1

	Work at home call center agent resources SearchCRM.com | 30 Nov 2007 RESOURCE CENTER - Explore resources for work at home call center agents, learn important topics and common challenges related to home-based call center agents in this guide.

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	SEE ALSO - Topics Related to Call center manager:  Hosted call center, Speech technology, Online customer service, Call center agent, Call center outsourcing, Call center software, VoIP call center