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Don't Let KPIs Be the Death of Your Call Center
Author: Richard Natoli
Posted: 3/11/2010

Don't Let KPIs Be the Death of Your Call Center - Richard Natoli

There are few business units that enjoy the robust reporting tools that call centers possess. Where else in the company can you get a true real time view of the overall performance of a department, team, or representative? Call center technology providers have done an excellent job developing tools to increase transparency into the performance of call centers. Unfortunately many call... Full Article

Events related to this topic:
Seminar: Becoming a High Performance Call Center
Webinar: Stop Looking! The FCR Silver Bullet is Already Here
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Articles
Creating a Career Path for the Seasonal Student
Author: Jo'Ann Alderson
Posted: 3/4/2010

Creating a Career Path for the Seasonal Student - Jo'Ann Alderson

Cheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just a few of the descriptions I have heard to express the selection criteria for a call center representative. With Summer on its way we need to start thinking about how to be smarter about our seasonal... Full Article

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Videos
Motivating Call Center Representatives with Game Changer Duane Cashin
Author: Duane Cashin
Posted: 2/16/2010

Motivating Call Center Representatives with Game Changer Duane Cashin

On opening night, for any performance, “energy is required” says sales and management consultant Duane Cashin. In this compelling webcast, Cashin guides us through results-proven strategies for improving the performance of call center and sales teams. In the words of Cashin,... Full Article

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Podcasts
Part 1 of the Power Player Panel Series
Author: Blake Landau
Posted: 3/10/2010

Part 1 of the Power Player Panel Series

In this exclusive panel featuring some of the major power players at Customer Management IQ we address tools to achieve C-level buy in for the call center. These four women, accomplished and famous in their own right, address how you can gain C-level support for your call center if... Full Article

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Whitepapers
Stop Looking! The FCR Silver Bullet Is Already Here
Posted: 3/2/2010

Stop Looking! The FCR Silver Bullet Is Already Here

Algorithm-based First Contact Resolution is the market proven and affordable “Silver Bullet” the industry has been waiting for. A Report From Contact Centre Research While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. That is about to... Full Article

Columns
Surveys Produce Jaw-Dropping Gains in Knowledge and Service Worker Productivity!
Author: From the Editorial Staff at e-BIM
Posted: 3/5/2010

Surveys Produce Jaw-Dropping Gains in Knowledge and Service Worker Productivity! - From the Editorial Staff at e-BIM

In knowledge work and in most customer service work, call center productivity improvement requires the elimination of whatever activities do not contribute to performance. Non-productive call center activities sidetrack and divert from performance. Eliminating such work may... Full Article

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what is a plus customer service consist of?

Posted by:  dragonlady_32005 | Answer this question

My call centre handles 400 to 500 calls a day. I have 4 agents dealing with this work load. What should be the avarage number of calls handled by an agent per...

Posted by:  Phumlani | Answer this question

I am very interested in the Webinar "Optimize Your Outsourcer Relationship – Using Speech Analytics to Manage the Customer Experience You Entrust to Others"...

Posted by:  rhadcock | Answer this question

Do you think Average Handle Time (AHT) is outdated or is it still a relevant metric?

Posted by:  Amy.Terenzi@iqpc.com | Answer this question

Why is AHT crucial for capacity planners, forecasting & scheduling?

Posted by:  espresso9000 | Answer this question

Intuitively we know that if customer satisfaction increases, revenues and profits increase.

Posted by:  bslome | Answer this question

The TV industry has more than 8 weeks of inventory stockpiled—what is going to happen to all of this technology that is overstocked (semi-conductor chips included)?

Posted By:  AubreyBranding | Answer this question

What is the future of IVR and voice recognition technology?

Posted By:  BenAdams | Answer this question

Longtime President of News Corp.

Posted By:  ChicagoCustomerCentric | Answer this question

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Blake Landau

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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of articles, videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.