• How to add UC to your call center design

    The first step in call center design is knowing the communication needs of the agents. Matt Brunk explains what UC technology is needed for a call center.

    Unified Communications ATE2,175 pointsBadges:
  • Do you use a hosted call center model, and if so, why?

    cparizo440 pointsBadges:
  • Ingram Micro offers outsourced call-center services to partners

    Ingram Micro wants to make life easier for partners by offering outsourcing services, including outsourced call-center services, financing, accounting and sales, to partners and vendors. Some VARs say the offering is better suited to smaller VARs that don't need the help.

    ITKE345,340 pointsBadges:
  • Pretexting: How to avoid social engineering scams

    Expert Nick Lewis explains how to keep call center employees from getting duped by social engineering scams and pretexting.

    editor13,390 pointsBadges:
  • 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...

    ITKE345,340 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:
  • Volume metrics vs. call center performance metrics

    Not sure if you should use volume metrics or performance metrics in the call center? Lori Bocklund discusses which type is best in this expert tip.

    ITKE345,340 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.

    ITKE345,340 pointsBadges:
  • How to increase call center staffing with Erlang C calculator

    Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.

    LBocklund90 pointsBadges:
  • How to evaluate call center quality analyst performance

    Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach.

    DFluss545 pointsBadges:

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