Call center agent

MUST READ Finding remote call center agent jobs and opportunities EXPERT ANSWER - I'm interested in getting a job as a remote call center agent. How do I go about finding remote call center job opportunities? Are there any specific websites or companies that can help me with my job search? Managing call center stress: Three stress management training courses for agents EXPERT ANSWER - How can we help our call center agents deal with the emotional strain of the calls they are taking so that they can still handle each one with the appropriate amount of empathy and professionalism? In back to back calls, our ... CRM jobs and careers: Special report SPECIAL REPORT - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement. Are one-to-one relationships between agents and customers a good idea? EXPERT ANSWER - Should customer service representatives (CSRs) be assigned to specific customers, allowing them to establish a relationship and provide more personalized service? How might this strategy impact customer profitability?

NEWS: 1 - 3 of 32

	Aspect takes AIM at contact center performance management SearchCRM.com | 08 Jan 2009 ARTICLE - Aspect's acquisition of AIM's performance management software will bring in-house capabilities it previously provided through an OEM with Merced.

	Going green with at-home call center agents SearchCRM.com | 05 Aug 2008 ARTICLE - Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.

	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.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 72

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

	Managing customer conversations in the call center 02 Jul 2009 EXPERT ANSWER - Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.

	Call center contest: How did you impact the customer experience? Submitted By: SearchCRM.com | 02 Jun 2009 CONTEST - Tell us about your most rewarding experience as a customer service rep – the top three will win American Express Gift Cards.

	Examining call center cell phone regulations 14 Apr 2009 EXPERT ANSWER - Find out why most call centers don't allow cell phones or other personal items inside. Learn about call center regulations set by the PCI and FCC.

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REFERENCE & LEARNING: 1 - 3 of 23

	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.

	CRM jobs and careers: Special report Amanda Malgeri, Assistant Editor | 06 Aug 2008 SPECIAL REPORT - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement.

	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.

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WHITE PAPERS

Creating a Win-Win for Call Center Outsourcers and Their Customers Published by: Cicero Inc. | 10 Jun 2009 WHITE PAPER - This paper examines how Business Process Outsourcers (BPO) are using Desktop Integration to address some of the business and technical challenges facing Outsourcers in today's difficult economic environment. Learn how outsourcers are using desktop integration to streamline workflows, improve service levels, reduce costs, plus much more.

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DOWNLOADS: 1 - 3 of 3

	Linking call center agents and customer profit with Martha Rogers Published by: SearchCRM.com | 21 Nov 2008 PODCAST - Learn about the link between call center agents and customer profit and find out how predictive analytics technology can help build customer profitability.

	Measuring call center key performance indicators to optimize cost, quality Published by: SearchCRM.com | 20 Oct 2008 PODCAST - In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me

	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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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 ...

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	SEE ALSO - Topics Related to Call center agent:  On-demand call center, Call center speech technology, Online customer service, Call center outsourcing and offshore call center outsourcing, Call center software, Call center VoIP software, Call center manager