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Measuring and understanding metrics can be a pain point for call center managers. With that in mind, SearchCRM.com teamed up with Strategic Contact to bring you this Call Center Metrics School. Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking metrics for years, you'll learn tips for designing a metrics strategy that works. This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology. Remote call center agents can be a useful option for businesses to meet staffing demands with flexibility. Managing remote call center agents requires a different set of standards and communication methods. Find out how much you know about remote call center agent management in this quiz. Call center outsourcing has evolved with technology over the years, but it may not be the right choice for your organization. This quiz will test your knowledge of call center outsourcing practices and terms. This novice quiz will test your understanding of the basic elements of customer service. Get up to speed with call center fundamentals and customer service best practices as well as common call center terms. This quiz was designed to test how savvy call center managers are at preventing agent attrition. Learn effective methods that can be used to keep agents happy and motivated and keep them on the job longer. Is your organization considering a hosted call center? How much do you know about hosted CRM call center technology and vendors? Test yourself today to start optimizing your call center tomorrow.
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. Here you'll find learning tools on performance management to make you an effective call center manager. Call center agents and managers, test yourself on improving performance and learn about the call center performance management trend in this quiz from SearchCRM.com.
Call center interactive voice response (IVR) systems continue to expand their functionality. Learn what an interactive voice response system is and find out about improving the call center with IVR with this quiz.
This All-in-One Guide is a collection of resources on Voice over Internet Protocol (VoIP) in the call center that you'll find useful regardless of where you are in the learning or buying process. VoIP is the technology of choice for some call centers. The question is, can VoIP optimize call center performance in your organization? Test yourself on VoIP technology and how it works in the call center in this quiz from SearchCRM.com. Get started with the fundamentals of VoIP and test your VoIP IQ in this quiz from SearchVoIP.com.
Navigating a CRM upgrade can be intimidating. Learn best practices in this All-in-One Guide, including how to decide if you should upgrade your CRM system and practical advice and tips for upgrading Siebel, PeopleSoft or SAP CRM. This guide covers everything you need to know about Oracle CRM. Find resources including advice on evaluating Oracle CRM software, Siebel and PeopleSoft resources, plus tips on Oracle CRM implemention and management. Microsoft Dynamics CRM is a recent addition to the CRM midmarket, but it's already making headlines. Find out about evaluating, deploying and managing Microsoft CRM in this comprehensive guide. In just a few years, SAP went from a notable CRM vendor to a market leader -- and it shows no signs of slowing down. Find out about evaluating, implementing and managing SAP CRM in this comprehensive guide. Find out how much you know -- and learn new things -- about Microsoft Dynamics CRM in this quiz. Read our most popular news articles on Microsoft CRM as well as announcements from the 2007 Microsoft Convergence conference. Learn about CRM software from top CRM vendors in this quiz from SearchCRM.com. If you've kept up with the headlines on the top CRM vendors in the past year, you won't have much trouble answering the questions in this quiz. Test yourself on the latest products from top vendors in this quiz.
There's still a lot to learn about ROI for CRM. Take this quiz to test your knowledge of ROI and read expert advice on how to get ROI from your CRM projects.
The financial services market is becoming a key industry vertical for software vendors, and analysts don't expect that to change anytime soon. This quiz features questions from some of our most popular news articles, including how vertical CRM is changing the industry and how many financial institutions are having success with CRM.
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. This quiz covers common customer loyalty terms, related technology and best practices for retaining customers. Find out how much you know -- and learn new things -- about building customer loyalty.
Learn the definition of the 360-degree view of the customer and read advice on how to integrate customer data integration (CDI) into a customer strategy in this quiz.
This guide is designed to make you a better marketer regardless of where you are in the learning process. Read tips and techniques for preparing a marketing strategy here. Email marketing is a vital strategy for today's businesses. Test yourself on email marketing practices and terms with this quiz from SearchCRM.com.
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 open source CRM. 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. How much do you know about open source and open source CRM vendors? Test your open source savvy with this quick quiz from SearchCRM.com.
Software as a Service (SaaS) is a burgeoning technology in the CRM market, but is it the right choice for your organization? This is your best resource for making an informed decision about the pros and cons of hosted CRM. How much do you know about hosted CRM technology and vendors? Test your hosted CRM knowledge with this SearchCRM.com quiz.
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. Some of today's businesses are exploring new methods for sales compensation, including using sales compensation management and sales compensation automation tools. Use this quiz to test your knowledge of compensation procedures and best practices. Trouble keeping up with CRM mobile vendors? Enhance your knowledge with this quiz from SearchCRM.com. Learn about SFA vendors and resources.
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. Many CRM practitioners are aware of the cost savings associated with self service. But there is more to know to make self service effective. Test your self service savvy here. Employee self service (ESS) can be used to help employees handle routine tasks and for help desk employees and call center agents to assist customers better. Get up to speed with employee self service here.
As more call centers become familiar with speech analytics, the technology continues to develop and mature. Find out how much you know about speech analytics technology with this quiz.
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking.
This workforce optimization (WFO) All-in-One Guide is your best resource for information on workforce optimization software and the call center technologies included in a WFO suite. Test your knowledge of workforce optimization concepts and WFO software with this quiz.
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Call center manager
