CALL CENTER SOFTWARE, ARTICLES, TUTORIALS & TIPS

HUMAN RESOURCES, TRAINING, STUFFING

A call center is operated by your staff. Here are some important notes to remember:

• Want Happy Customers? Start By Satisfying Your Call Center Employees ("..The name of the game in call center management is retention. A call center that is able to retain its agents not only saves time and money, it is able to provide a higher level of customer service. It makes good bottom-line business sense to keep agents satisfied with their jobs, their companies, and their managers..." - Tutorial)

• Training is given greater emphasis ("..With good staff in strong demand, companies find they must look after their employees well to help avoid having them 'poached'. Overworked, overstressed, overmonitored, and underpaid. If that is your perception of the working life of a typical call centre agent, the call centre industry is keen to alter it..")

• and more...

TECHNOLOGIES

Call center technologies can be difficult to understand. The links below will give you a good introduction into the matter:

• The Outbound Call Center: New Technology Requirements For A New Role ("..In the first two months of our 'Building A Perfect Call Center' series, we covered how to choose a location and, once you have settled on a location, how to design the layout of the call center and how to furnish it. Now it is time to turn to the technology of a call center, and this month we will examine the technology that goes into an outbound call center..." - Detailed)

• Headsets: Eliminating Noise in the Call Center (Article)

• Effective Self Service in the Call Centre ("..it's easy to see why call centre operators are looking to handle an increasing number of customer contacts on a self service basis - either on-line across the Internet or by using fax-on-demand or interactive voice response (IVR) technology...")

• Call Center Staffing and Trunk Design (White Paper)

• Call centres: are virtual agents closer to reality? ("..They call them call centres, but they’re anything but central: when you call for help for your computer or your new purchase you could be talking to someone anywhere from Madrid to Madras ...")

• How much Technology do you need in your Call Centre

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REPORTS, STATISTICS, STUDIES

There are some interesting studies, reports and statistics about call centers on the net. Here are some you should know about:

• Evaluating call center software vendors with real-time analytics tools

• Industry Statistics ("..A picture may be worth a thousand words, but in a call center meaningful numbers can be worth much more. We have gathered, under the topics below, a wide range of quantitative information...")

• Special Report: Call Centres & Telemarketing: The future of call centres: Where is the business headed?: Experts sound off about recent developments, and forecast future trends (Free Article)

• Industry Size (call center statistics)

• Technology Penetration (call center statistics)

• Benchmarking in Call Centers - The Truth about Benchmarking ("..It seems that trade magazines, consultants and conferences speakers alike are obsessed with benchmark data. Pressured to justify rosy promises for skyrocketing customer satisfaction and speedy return on investment, everyone is quoting on industry averages and how they are impacted by the strategy du jour. But how credible and reliable are these benchmarks?..")

• Effective Use of Call Centres (Report)

• and more...

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