Centerserve Call Center Learning Center - Resources for call center management and operations

Research based toolkits

Motivating Agents
A nuts & bolts guide to discovering what really motivates your agents.

Measurement
A guide for measuring and benchmarking call center performance

Planning/Strategy
A blueprint for building a successful contact center

Quality Monitoring
How to monitor and ensure quality customer experiences

Cost Control
How to cut costs in your call center

Outsourcing
Strategies & plans for successful call center outsourcing

Training
Guidelines for developing call center training curriculum for new or existing programs

Weekly Research Finding:

According to Centerserve's 2007 Best Practice
Report How to be a Great Call Center Manager:

According to 46% of participants, it takes an agent two to four months to fully function
in their job roles.

Given the investment you make in every new hire, unmotivated agents are expensive!

Register to receive our current weekly tutorial series: "Understanding the Motivation Lifecycle". Click here to register.

Ask an analyst about our research
and products

2007
Call Center Best Practice Reports

downloadable excerpts!

270 companies share lessons learned from call centers around the world. Find out what is working and not working in industry leading best practices reports.

To download excerpts,
click any report title below and
use the password: call center

Benchmarks in Call Center Operations

Improving Call Center Business Processes

How to be a Great Call Center Manager

Report overviews

Stay in touch with call center
research findings...

Centerserve sends research based tutorial on a weekly basis. The information in the tutorial is derived from our best practice reports and other research based products.

To sign up for Centerserve's
free, weekly research based tutorials click here.