Recommended Resources:
NEW!
Succeeding in 2006 Package
We asked hundreds of call center managers to
identify their top challenges for preparing for 2006, and have
packaged the resources you need to tackle the top five challenges
they identified and have a successful new year. The package
includes:
|
Call Center Learning Center Resource |
To tackle the challenge of.... |
| Call Center Measurement Toolkit |
1. Measuring customer satisfaction |
| Motivating Call Center Agents
Toolkit |
2. Understanding what motivates your
agents |
Best Practices in Change Management
Report
Change Management: the people-side of change book |
3. Successfully managing change in your call
center |
| Controlling the Cost of Call Center
Operations Toolkit |
4. Reducing call center costs |
| Call Center Best Practices Report -
Operations Edition |
5. Best practices in call center recruitment and
hiring |
Order the Succeeding in 2006 Package today and
save 30% off the list price!
Call Center
Business Performance Packages
Find a call center package to meet your needs and
save 20-25% off the list price!
Call Center
Best Practices - Operations Edition
Benchmarking report - Over 240 call centers from around the world share how
they have improved service quality, productivity and customer satisfaction.
This report shares lessons learned by call center managers regarding their
most effective management practices. It includes industry benchmarking data
for 10 key performance measures.
Call Center
Best Practices Report - Technology Edition
The technology edition of the benchmarking report on Call Center Best
Practices reveals the impact that different technologies are having on call
center performance, including cost, customer satisfaction and employee
retention. For each technology area, benefits and issues are discussed as
well as implementation considerations.
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. After you determine what to
measure in your call center, this toolkit will help you accurately
capture those measurements.
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, existing
call center improvement and future planning with detailed templates
and planning roadmaps.
Complete Call Center Series
Save 30% off the list price when you purchase
the complete call center business performance series!
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