2007
and 2010 Call Center Best Practices
Benchmarking Reports
Over 250 call centers from around the world share how they have
improved service quality, productivity and customer satisfaction.
These reports share lessons learned by call center managers
regarding their most effective management practices. They also
identify the operational improvements and technology changes that are having the
greatest impact on customer satisfaction and call center efficiency.
Motivating Call Center Agents e-Toolkit
A comprehensive guide specifically designed to increase productivity and
motivate agents. Discover what truly motivates your agents to do their best work
with easy-to-follow steps that guide you through the principles of motivation and how to
overcome the agent-manager disconnect. Interactive assessments are included that allow you
to find the root cause of low agent productivity and reduce your turnover rate (more information).
Controlling
the Cost of Call Center Operations
How to cut costs in your call center; a systematic approach to expense
reduction, this e-Toolkit provides over 50 initiatives to cut costs, including short-term
quick-hits, mid-term tactics and long-term strategies (more
information).
Call Center Measurement e-Toolkit
How to measure and improve call center performance; an excellent guide to
developing a performance measurement system with concrete recommendations for improving
call center performance (more information).
Outsourcing e-Toolkit
How to complete a successful outsourcing project; a comprehensive guide for making
outsourcing decisions, conducting a needs assessment, identifying and selecting an
outsourcing partner, and establishing a service level agreement (more information).
Quality Monitoring e-Toolkit
A complete and in-depth guide to implement or improve a quality monitoring (call
monitoring) program (more information).
Call Center Planning and Design
e-Toolkit
A comprehensive guide to call center strategy, planning and design; an excellent
resource for new contact center start-ups, consolidations, existing call center
improvement and future planning with detailed templates and planning roadmaps (more information).
Training Development e-Toolkit
A complete guide for creating a world-class training organization;
designed for training managers and call center directors who are
starting a new training department or who need to redesign their
current training program (more
information).
Complete
Call Center Management Series Catalog
Download the complete brochure for the call center management series (PDF format -
download now).
Find a
Call
Center Business Performance Package
to meet your needs and
save 20-25%
off the list price!
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