The need for call center outsourcing is no longer a secondary option for various business industries. Small business owners and big corporations are now maximizing the advantages and power behind outsourcing. Call center facilities should be able to provide the highest quality of service possible
How To Drive Call Center Metrics: Webinar
March 28, 2011 By 1 Comment
First Call Resolution – The Most Important Metric
August 13, 2010 By Leave a Comment
Defining Your Training KPI Effectively
July 4, 2010 By Leave a Comment
Call Center Resources: Leadership Training
June 17, 2010 By Leave a Comment
When Call Center managers gather to talk about what Call Center resources are necessary to run a successful Call Center, the discussion inevitably turns to the Leadership and Leadership Training. While that is probably no surprise to most managers reading this post, what may be a pleasant surprise is the Leadership Training material that is [...]
The Proper Way to Measure Call Center Performance
May 12, 2010 By 1 Comment
12 best practices of high selling call centers
July 24, 2009 By 6 Comments
Most likely your center has changed their model to this or are moving in this direction. No matter the case, this article falls under the Call Center Best Practices category.
Please comment at the end of this article with your thoughts…
Call Center Metrics & Command Center
July 13, 2009 By 1 Comment
Executive Summary To improve the efficiency of the a contact center, it is necessary to implement industry standard metrics. A call center has an opportunity to improve its efficiency by leveraging the right measures to drive accountability at the department, supervisor, and associate levels There are several industry standard call center metrics that the a [...]
