Call center manager

MUST READ

NEWS: 1 - 3 of 51

	Poor customer service, not price, driving most customer churn, study says SearchCRM.com | 11 Dec 2008 ARTICLE - As the global economy plunges into a recession, organizations may be better served by focusing on customer service rather than pricing, a study from Accenture suggests.

	Call center 'soft skill' training pays off for Motorola SearchCRM.com | 20 Nov 2008 ARTICLE - Putting engineers through customer service training has paid off in higher customer satisfaction and faster call handle times for one Motorola division.

	Five best practices for starting a call center Amanda Malgeri, Assistant Editor | 01 Oct 2008 SPECIAL REPORT - There many factors to consider when building a new call center, and doing it successfully can be a difficult, time-consuming process. Use these five best practices from experts.

	VIEW ALL NEWS ON CALL CENTER MANAGER

EXPERT TECHNICAL ADVICE: 1 - 3 of 148

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

	How do outbound and inbound call centers build profitable customers? 23 Dec 2008 EXPERT ANSWER - In this tip, expert Martha Rogers explains how inbound call center agents and outbound call center agents play different roles in building customer profitability.

	Call center benchmarks for a small call center 23 Dec 2008 EXPERT ANSWER - Find out which call center benchmarks a small call center should use to measure call center performance. Also, get tips for setting service level in a small center.

	What custom WFM reports should we have developed for our new system? 23 Dec 2008 EXPERT ANSWER - Learn what WFM reports are most important in a workforce management system. Key call center reports will measure shrinkage, talk time and more.

	VIEW ALL EXPERT TECHNICAL ADVICE ON CALL CENTER MANAGER

REFERENCE & LEARNING: 1 - 3 of 40

	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.

	Call center eLearning: Top 10 buzzwords Amanda Malgeri, Assistant Editor | 01 Aug 2008 TOP BUZZWORDS - We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.

	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.

	VIEW ALL REFERENCE & LEARNING ON CALL CENTER MANAGER

WHITE PAPERS

	Getting Started with Master Data Management Published by: DataFlux Corporation | 05 Jan 2009 WHITE PAPER - This paper focuses on what is master data, why it is needed, how to get started in managing it, and methodologies for implementing master data management.

	The Deal Zone: Getting Real about IT Outsourcing Agreements Published by: Infocrossing, A Wipro Company | 16 Dec 2008 WHITE PAPER - This white paper outlines what you need to know to navigate the stormy waters of outsourcing agreement negotiation to arrive safely at harbor with a deal that works.

	Presentation Transcript: Initiating Your Virtualization Project Published by: IBM | 10 Dec 2008 WHITE PAPER - This document is based on an IBM/TechTarget webcast entitled "Initiating Your Virtualization Project."

	VIEW ALL WHITE PAPERS IN THIS TOPIC

DOWNLOADS: 1 - 3 of 5

	Customer complaint management with Don Peppers Published by: SearchCRM.com | 28 Oct 2008 PODCAST - In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satisfaction and uncovering customer complaints.

	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

	Call center benchmarking best practices Published by: SearchCRM.com | 20 Oct 2008 PODCAST - This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to ...

	VIEW ALL DOWNLOADS ON CALL CENTER MANAGER

BEST WEB LINKS: 1 - 1 of 1

	How to improve customer service in a call center SearchCRM.com | 25 Aug 2008 RESOURCE CENTER - If you want to learn how to improve customer service in a call center, these resources, expert tips and best practices will help guide you through the process.

	VIEW ALL BEST WEB LINKS ON CALL CENTER MANAGER

	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