| Call center
management requires the ability to juggle a dozen aspects of call
center operations at once. Call center managers are often
faced with the challenge of forecasting call volume, conducting
quality monitoring, reducing contact center costs, measuring
customer satisfaction and motivating agents all at the same time -
not to mention serving as leader and problem solver for their
employees. Centerserve understands the difficulties facing
call center managers and has written many research-based products
and resources to help ease the stress of call center life.
Our new
2007 Call Center Best Practices
Benchmarking Reports contain over 130 pages of management
insights that may improve the performance and operations of your
call center. Benchmarking reports provide data on other call centers and their performance,
allowing you to learn from the experience of others around the
world.
In the 2007 reports, 250 organizations shared their own lessons learned and key data in three benchmarking
reports: Benchmarks in Call Center Operations,
How to be a Great Call Center Manager
and Improving Call Center Business
Processes.
Need help on specific
topics? We have seven easy-to-use toolkits that focus on
different areas of call center management. These "how-to
guides" provide detailed information and step-by-step processes for
developing or reengineering certain call center aspects.
Centerserve also
releases weekly tutorials based on current call center topics.
Visit the tutorials page to read some of
the recent articles or register to
receive free announcements and tutorials delivered straight to your
inbox. |
Call Center Best Practices Reports
250 call centers share best management practices ...
New 2007 benchmarking reports present call center
management practices and trends, including changes that are producing the greatest
improvement in customer satisfaction and call center efficiency.
Complete
Call Center Management Series Catalog
Download the complete brochure for the call center management series (PDF format -
download now).
Call Center Management Tutorials
Read short articles on
areas of interest to call center managers, from call monitoring to
motivating agents.
Find a
Call Center Business Performance Package
to meet your needs and
save 20-25% off the list price!
|
