Manage

Manage

Learn to apply best practices and optimize your operations.

• PCI DSS offers call center PCI compliance tips

  The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data. Continue Reading

• Workforce management (WFM) software

  Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are ... Continue Reading

• Three management tips for overseeing call center agents on night shift

  There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents. Continue Reading

• 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 ... Continue Reading

• Creating positive customer retention strategies

  Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and ... Continue Reading

• Understanding customer commitment

  Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (...Continue Reading

• SIP in the call center: Top 10 buzzwords

  In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP ...Continue Reading

• Salesforce.com for dummies: Creating daily reports

  Use this step-by-step guide to create daily reports from scratch in Salesforce.com.Continue Reading

• Call center scheduling: How to manage Auxiliary or unavailable time

  Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time.Continue Reading

• The top five sources of increased customer power

  Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena.Continue Reading

• Using subject matter experts (SME) to develop call center managers

  Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor.Continue Reading