Call Center Resources & Insight

Call Center Tallies New Jobs for 2011, Others Rally for 2012

Feb 07, 2012 (0)

This week's call center job news briefs.

Hosted From Home: How the Virtual Model is Transforming Contact Center Operations
Feb 02, 2012 (0)
Expert's Angle: Call Center Metrics vs. Customer Experience Metrics: The Critical Difference
Feb 02, 2012 (1)

Books

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Research Report - Now Available

Call Center Practices for Pairing and Blending Inbound, Outbound, and Service and Sales Purchase Now »

QueueTips

Find all the answers to your call center questions. Review all our questions or submit your own.

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Night Shift Strategy? 1 Answers

Quality Recordings and PCI Compliance? 0 Answers

Training & Events

	Contact Center Training: Designing Effective Training for Agents February 10 - Virtual Classroom

	Contact Center Agent Training: Managing Difficult Customers February 17 - Virtual Classroom

	The Role of Social Media in Customer Service - NEW! February 24 - Virtual Classroom

	Contact Center Monitoring: Creating Effective Monitoring Forms Virtual OnDemand

QueueTip Posts

4	What SL Does 45-Second ASA Represent? Olaf Weber - 4 answers

1	Impact of the Call Center on the Hotel Industry? g singh - 1 answer

10	Repeat Call Analysis? Prashant L Yagnik - 10 answers

1	Calculating Employee Satisfaction? Harold Becht - 1 answer

Read More QueueTips

Webinars & Whitepapers

	Cloud Call Centers: Myth Busting to Opportunity Webinar – Feb 23 – Register Now!

	Cloud Cover for the Call Center: Meeting Demands Intelligently and... Whitepaper

	Business Talk for the Call Center: Data that Drives Action Webinar – Watch Now!

	Blending in the Call Center: Benefits, Barriers and Breakthroughs Whitepaper

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Articles & Blog Posts

	Call Center Tallies New Jobs for 2011, Others Rally for... Operations

	What would prompt your organization NOT to outsource offshore? Operations

	Hosted From Home: How the Virtual Model is Transforming Contact... Operations

	ICMI's Call Center Cartoon Caption Contest #5 Operations - 12 comments

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Videos

8:51	Global Call Center of the Year Award Ceremony 225 views - 6 months ago

28:27	Personalized Customer Experience - Your Competitive Edge 352 views - 6 months ago

4:51	CIAC Professional Certification 379 views - 7 months ago

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Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?

	Absolutely! Our agents are dillydallying!
	Heck no! Our agents are adherence champs!
	Adherence is bad, but bathroom breaks aren't the issue.

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Categories

Bilingual/Multilingual Support

Business Continuity

Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

Employee Management Issues

Employee Motivation and Retention

Metrics/Performance Measurement

Multi-site management

New Technology Evaluation

Operations Management Certification

People Development

Quality Monitoring

Sales in the Call Center

Strategic Value Certification

Technology Implementation/Maintenance

Workforce Management/Staffing