As a call center manager, you are tested on all aspects of monitoring agents in the call center, including call center planning, developing agent skills, rating agents based on metrics and rewarding agents based on performance. In this topic section, you'll find learning tools on performance management, including articles, expert advice, chapter downloads, white papers and other resources to make you an effective call center manager.
- Customer Loyalty Learning Guide
Learn about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers in this topic section. This guide from SearchCRM.com will lead you through defining, measuring and maintaining customer satisfaction and loyalty.
- Salesforce Automation Learning Guide
This guide introduces the fundamentals of salesforce automation (SFA), offers expert advice on SFA and includes content on other sales-related topics including sales effectiveness.
- Self Service Learning Guide
This guide introduces the fundamentals and benefits of customer self-service. It is meant to provide a "quick start" approach through articles, examples of best practices, case studies and expert advice.
- Open Source CRM Learning Guide
From an introduction to open source-related terms to understanding the innovations in tools and technology, this is your best resource for getting up to speed quickly on this technology trend. Here you'll find articles, white papers, advice and resources to help you better understand and leverage open source as it applies to your own CRM strategy.
- Marketing Strategy Learning Guide
Get articles, advice and resources you need to be a better marketer. From complying with regulations to building a better relationship with the sales force, this collection of resources is your one-stop shop for building marketing effectiveness.
- Business Intelligence Learning Guide
This guide introduces business leaders to the fundamentals of business intelligence from strategy to technology. It is meant to provide a "quick start" approach through articles, best practices, case studies, white papers and expert advice.
- Data Quality Learning Guide
Get articles, white papers, advice and resources to help you better manage and leverage your company's data. From an introduction to data quality-related terms to understanding the innovations in tools and technology, this is your best resource for getting started on the right foot with your data quality initiative.
- Call Center Manager Learning Guide
This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.
This was first published in October 2006