Call Center Toolkits are comprehensive "how-to" guides that ensure success for leaders, managers, supervisors and consultants.  The toolkits include templates, checklists, worksheets and guidelines for successfully implementing programs in your call center.  Each toolkit comes in a three-ring binder ready for you to use in your organizations.  CD-ROMs provide ready-to-use templates for key documents and communications.  Call 970-669-6554 or email us for information about any of the toolkits.

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New - 2007 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 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 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 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 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 Toolkit
A complete and in-depth guide to implement or improve a quality monitoring (call monitoring) program (more information).

Call Center Planning and Design 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 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!