Tag Archives: Call Center Best Practices

  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

  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

  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

  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