Call Center Tutorial Series

Centerserve's tutorial series are designed to provide managers and practitioners with insight into the changing environment of the contact center. Tutorials are written by industry experts.

2007 Call Center Best Practices Reports information

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Current Series
Understanding the Motivation Lifecycle
Module 1: Understand Why Agent Leave and Prevent Turnover
Module 2: Agent Growth, Turnover and Retention
Module 3: The Motivation Process Roadmap

Motivating Agents
Module 1: The most motivating job factors for agents
Module 2: Dispelling the "incentives" myth
Module 3: Desired vs. required job factors

The Call Center Model
Module 1: What is the health of your call center?
Module 2: Call center health starts with strategy
Module 3: Build your call center process 'muscle'
Module 4: Boost your process improvement know-how
Module 5: Planning for technology decisions
Module 6: Human Resources: the human side of your call center

Hiring, Training and Keeping the Best Agents
Module 1: Hiring the Best Agents
Module 2: Trends in Hiring Agents
Module 3: Key Elements in New Agent Training

Cutting Costs: Where do I begin?
Module 1: A foundation for controlling call center costs
Module 2: Identifying potential cost control activities
Module 3: Prioritizing and selecting cost reduction activities

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To see a complete list of our call center tutorial archive click here.