All Resources, Call Center, Member, Recorded Webcasts
Call Center Best Practices | Full Video Recording
On this page, you can view and download the slides and watch the full recording of “Call Center Best Practices”! Customer expectation is that you are available 24 X 7, and provide flawless service, on demand! Yet most companies have minimal direct contact with their customers. In this presentation, MetricNet will share the Key Success… Read More
All Resources, Call Center, Member
Best Practices in Call Center Technology
Call Center Best Practices: Part 4 Call Center Technology Cheat Sheet By Jeff Rumburg Managing Partner In part four of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Center Technology. Best demonstrated practices include technology hierarchy, strategic alignment of technology, vendor management, call management customer tools and knowledge management.… Read More
All Resources, Call Center, Member
Best Practices in Call Handling Processes
Call Center Best Practices: Part 3 Call Handling Processes Cheat Sheet By Jeff Rumburg Managing Partner In part three of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Handling Processes. Best demonstrated practices include standardization, call volume management, measurement management, continuous improvement and customer-centricity. Cause-and-effect relationships are then… Read More
All Resources, Call Center, Member
Best Practices in Human Resources Management
Call Center Best Practices: Part 2 Human Resources Cheat Sheet By Jeff Rumburg Managing Partner In the second of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Center Human Resources. Best demonstrated practices include recruitment, training, career pathing, retention, coaching and feedback and performance standards. Cause-and-effect relationships are… Read More
All Resources, Call Center, Member
Call Center Performance Best Practices
Call Center Best Practices: Part 1 Call Center Performance Cheat Sheet By Jeff Rumburg Managing Partner Performance measurement and management is the base building block for call center best practices followed by people, process and technology. No call center that has ever achieved World-Class performance did so without a strong performance measurement and management… Read More
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3 Psychologically-based Approaches to Reducing Call Center Turnover
[This guest post was written by Ashley Verrill, an analyst for Software Advice, as well as the managing editor for the Customer Service Investigator blog.] Many call center operators assume that turnover is just a fact of life. No amount of training or incentive will ever truly mitigate the trend, so why try? While retention will likely always… Read More