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Call Center Training That Delivers Results

April 13, 2011 By Leave a Comment

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?

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How To Drive Call Center Metrics: Webinar

March 28, 2011 By 1 Comment

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.

Filed Under: Best Practices, Call Center, Call Center Metrics, Performance Management Tagged With: , , , , , , , , ,

The Basics of Call Center Improvement

December 5, 2010 By Leave a Comment

Read the article to find What does call center improvement consist of and how can it help an already established call center.

Filed Under: Call Center, Call Center Manager Tagged With: , , , , , , , , ,

Inbound and Outbound Telemarketing

September 30, 2010 By Leave a Comment

Inbound calls are when customers call in, an IVR (Interactive Voice Response) most likely will take the call and will prompt them for information, the call in turn is routed to the proper department or person, and the call is handled.

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First Call Resolution Defined

July 1, 2010 By Leave a Comment

First call resolution is a pretty self-explanatory term, but it is often misinterpreted. As a result of the incorrect interpretation you will end up with poor first call resolution results.

Filed Under: Call Center, Customer Care Tagged With: , , , , , , , , , ,

Call Center Performance Management – 18 Fundamental Tried and Tested Formulas

May 27, 2010 By 1 Comment

This is a critical and bottom line measure to calculate the efficiency and workload stamina of a call center. How much effort, facility, money and labor you have put in one call and what you are getting back out of it can be a real eye opener shot for any call center which boasts about success.

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Contact Center Software Helps You Meet Customer Demands

May 15, 2010 By Leave a Comment

Contact centers are innovating ways and means to support their customers more proactively through newer contact center technology as these centers try to reach beyond the conventional ways and include agents with specific skill sets to serve the specific requirements of their customers.

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The Proper Way to Measure Call Center Performance

May 12, 2010 By 1 Comment

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.

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A Detailed Outline to Understand Call Center Outsourcing

May 12, 2010 By Leave a Comment

One of the two ways they can survive is either to spend hefty amounts to continuously upgrade themselves or to Outsource Call Center Services.

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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.

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