Call Center Planning

What’s Your Plan For Hiring Talent in Your Call Center?

In the call center business, discovering talented agents, managers and supervisors requires a plan. With a plan, the revolving, turnstile of talent is enough to make you nauseous. Finding managerial candidates, present... Read more »
Manage Call Centers

10 Positive Ways to Effectively Manage Your Call Center

Effective call center management boils down to dealing with people: managers, agents and customers alike.  Supervisors must constantly be on the lookout for inefficiencies, particularly those that become cancerous, like low morale. ... Read more »
Call Center Assessment

Assess – 5 Easy Ways to Improve Agent Performance In Your Call Center (Post 2 of 6)

Call centers rely on the collection of data to function. The data sources can include: ACD, CRM, IVR, QM, WFM, manuals, and/or spreadsheets. Call center management relies on the accuracy of that... Read more »

Are Your Weekly Team Meetings Weak?

Do you ever find yourself at the head of that same oblong table in front of the same 10, 20 or more pair of glazed-over eyes, listening to yourself drone on about... Read more »

Call Center Training: The Principles Behind It

As much as the establishment of call centers and the number of call center agents increase, the need for call center trainings for better customer service and for better image of the... Read more »

Keeping Call Centers Running Efficiently

Some executives see call centers as "cost centers," meaning they are a low value expense that needs to be minimized. Read more »

Inbound and Outbound Telemarketing

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... Read more »

Challenges Facing Call Center Management

This is not without remedy though as there is more than just a set of ways to improve on the service especially on the managerial side of the business. As mentioned earlier,... Read more »

A Detailed Outline to Understand Call Center Outsourcing

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

Uplifting Call Center Operations Through Performance Management

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... Read more »