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Call Center Videos

call center videos

Call Center Videos That Improve Performance and Entertain! Sometimes it is just easier to sit back and learn while watching a video. In this area, our webinar replays are posted. Make sure you stop back by often because new replays are posting on a regular basis. In addition, videos that are related to our industry are posted here. Some funny and some educational, but always entertaining.

Call Center Training That Delivers Results

Call Center Training That Delivers Results
How is your call center team preparing your front-lined leadership group? Are they prepared to meet the daily performance challenges of their call center?

How To Drive Call Center Metrics: Webinar

How To Drive Call Center Metrics: Webinar
IMPORTANT: New Webinar discusses 3 Call Center Performance Tactics to help your Call Center supervisors and other front-line employees drive Key Performance Indicators.

First Call Resolution – The Most Important Metric

First Call Resolution (FCR) is the most important metric in a call center. As a consequence of improving FCR, your call center will improve

Three Uses of Call Center Analytics

Running an efficient call center requires having good data on how the work is being processed. Call center analytics give managers the tools to oversee and optimize staffing and workflow.

Call Center Resources: Leadership Training

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

If you are managing or operating a call center, then you should very well be concerned with its performance. To monitor call center performance, appropriate metrics have to be implemented.

Call Center Metrics & Command Center

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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 [...]

Call Center Metrics: Bill To Pay or Productive To Pay

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Measuring Productivity through Bill to Paid to maximize revenue Bill-to-pay (B2P), also known as Productive-to-Paid (P2P) Bill To Pay is the measure of the amount of time an associate is productive  relative to the amount of time the associate is paid (or the amount of time billed to the client) B2P is typically a measure [...]