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VoIP Technology Shows Significant Promise For Call Center Operations

October 31, 2010 By Leave a Comment

Before plunging into VoIP head first, it’s important that businesses understand just what they are “talking” about when they begin looking at VoIP technology for their call center operations.

Filed Under: Call Center, I.T. Outsourcing Tagged With: , , , , , , , , ,

Maximizing Call Center Resource Utilization With Six Sigma

July 26, 2010 By Leave a Comment

Over the years, the Six Sigma quality improvement system has gained greater acceptance and applicability, covering almost all the various business domains that exist today.

Filed Under: Call Center, Six Sigma Tagged With: , , , , , , , , ,

Uplifting Call Center Operations Through Performance Management

May 10, 2010 By Leave a Comment

Performance management is the driving force behind any successful call center operations. A performance management program strongly stresses on proper and accurate communication of the objectives of call center outsourcing between employees and management.

Filed Under: Performance Management Tagged With: , , , , , , , , ,

Value of Assessment Tools in Call Center Operations

May 9, 2010 By Leave a Comment

The quality and pace of Call center operations are dominated and threatened by two visible hindrances which are agent turnover and agent productivity. The reasons for such challenges in a call center are poor handling of the resources and lack of skills for specific job positions.

Filed Under: Best Practices, Call Center Outsourcing Tagged With: , , , , , , , , ,

Qualities of a Successful Call Center Team

March 11, 2009 By Leave a Comment

What Qualities Should a Successful Call Center Team Have? We compiled this list after conducting and researching several Call Center studies. The responses were taken from multiple interviews with Call Center representatives and Call Center supervisors then paraphrased and compiled into one list. This list can be used as a guideline for Call Center Supervisors. [...]

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