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Call center
Explore call center customer service resources here, including tips for managing call center software and advice for call center operations management and performance management. Learn best practices for call center workforce management and get advice for managing call center agents and measuring agent performance. Discover how call center management training can improve your management skills. Read about innovative customer service departments that have used call center management solutions and systems. Learn about good customer service through case studies for call center supervisors and use those tips to help optimize customer service in your call center. Find news and information about trends like call center outsourcing, hosted call centers and VoIP in the call center, online customer service and speech technology in the call center. Best of all, uncover resources to help you in your call center management job and learn how to advance in your call center career.
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Call Center Metrics
SCHOOLS -
Measuring and understanding metrics can be a pain point for call center managers. With that in mind, we teamed up with Strategic Contact for this Call Center Metrics School.
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Call Center Manager Learning Guide
LEARNING GUIDE -
This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.
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Call center scheduling and call center staffing: Top 10 buzzwords
TOP BUZZWORDS -
We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed.
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Managing remote call center agents: 14 best practices
OPINION -
Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna ...
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Call Center Performance Management Learning Guide
LEARNING GUIDE -
Performance management skills are essential, yet they aren't easy to master. As a call center manager, you are tested on all aspects of monitoring agents in the call center, including call center planning, developing agent ...
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Call center agent
Trying to find success as a call center agent? This section includes comprehensive resources on call center metrics, quality monitoring, performance management, call center training and job satisfaction. Learn how to stay motivated as a customer service representative (CSR) and how to ...
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Call center manager
Call center managers and supervisors, browse this topic section for news, advice and case studies to help improve call center performance. Find out how to choose and use call center metrics effectively and how to interpret statistics. Learn to evaluate and monitor agents and motivate and ...
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Hosted call center
What are the challenges of a hosted call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service ...
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Online service
This online customer service topic section features resources to help you define the pros and cons of online customer service and evaluate vendors. Learn how to get started with using self-service technology and discover web-based customer service best practices. Read case studies from ...
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Outsourcing
Call center outsourcing and offshore outsourcing spark a heated debate amongst call center professionals. Browse the latest call center outsourcing news, expert advice and learning tools to help determine if outsourcing is right for your call center. Learn how to manage agents, optimize ...
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Software
Find call center software resources in this topic section, including information on evaluating vendors and best practices for using call center technology. Read definitions for various call center software options and learn about specific technology like workforce optimization (WFO) ...
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Speech technology
Discover the value of speech technology and evaluate speech vendors for your call center in this topic section. Research the definition and benefits behind speech analytics, interactive voice response (IVR) technology, speech recognition technology and call recording tools. Learn how to ...
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VoIP call center
Voice over Internet Protocol (VoIP) is making waves in the call center, but is it right for your organization? Start here for the latest news, expert advice and resources. Get an introduction to VoIP and find information on products and vendors. Learn how to calculate the ROI of a VoIP ...
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