Call center agent

MUST READ Running a customer loyalty program in an indirect sales channel EXPERT ANSWER - Is it possible to run a customer loyalty program in an indirect sales channel? If so, should we engage our distributors, end customers, or both? Enterprise software giants look to smaller fish ARTICLE - IBM, Oracle, SAP and Microsoft will stop acquiring major companies and turn their attention to smaller firms and Web 2.0 startups, according to a new report. 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. ON DEMAND 2003 CRM Trends - Moving closer to effective deployment? WEBCAST - Join us as leading analyst Erin Kinikin examines the state of the CRM industry and five new trends that could improve the effectiveness and profitability associated with CRM.

NEWS: 1 - 3 of 31

	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.

	VIEW ALL NEWS ON CALL CENTER AGENT

EXPERT TECHNICAL ADVICE: 1 - 3 of 63

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

	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.

	Engaging effectively with customers on the phone 29 May 2008 EXPERT ANSWER - Martha Rogers gives tips for engaging effectively with customers over the phone 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.

	VIEW ALL EXPERT TECHNICAL ADVICE ON CALL CENTER AGENT

REFERENCE & LEARNING: 1 - 3 of 21

	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.

	VIEW ALL REFERENCE & LEARNING ON CALL CENTER AGENT

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.

	VIEW ALL DOWNLOADS ON CALL CENTER AGENT

DEFINITIONS: 1 - 3 of 24

	Quality of Experience 03 Apr 2008 WORD - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software ...

	off-peak 23 Jul 2007 WORD - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...

	outbound call 23 Jul 2007 WORD - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...

	VIEW ALL DEFINITIONS ON CALL CENTER AGENT

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