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  • Call center management training

    Ongoing training in the call center is extremely important -- for call center agents and call center managers alike. While most call centers spend a lot of time and energy training call center agents, they don't always focus on the next level: call center management training. We've gathered these...

    ITKE343,740 pointsBadges:
  • Call center at Virgin Mobile gets personal

    Virgin Mobile Canada's approach to call center management puts the emphasis on agent individuality and chooses customer rapport over rules and metrics.

    ccignoli285 pointsBadges:
  • Tips for calculating maximum occupancy in the call center

    Expert Lori Bocklund defines maximum occupancy in the call center and explains the maximum occupancy formula in this tip.

    ITKE343,740 pointsBadges:
  • Measuring individual employee performance in the call center

    Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels.

    LBocklund90 pointsBadges:
  • Five call center sales tips and techniques

    In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales...

    ITKE343,740 pointsBadges:
  • How to implement an effective call center workforce management system

    Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent retention.

    DFluss545 pointsBadges:
  • Call centers move from cost to profit: Evolution (almost) complete

    The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.

    searchCRM1,390 pointsBadges:
  • Absenteeism statistics for the call center

    Every call center manger should strive for the staff attendance figures expert Lori Bocklund shares in this tip.

    ITKE343,740 pointsBadges:
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