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September 2005 Volume 13, Number 7
Call Recording and Quality Monitoring By Steve Martin Today's call recording systems can provide virtually any type of recording you may need, but determining which one is right for your call center takes a bit of forethought and careful planning.
Call Recording/Voice Logging Systems By Peter DeHaan Call recording systems, or voice loggers, serve multiple functions in today's call center. From a verification resource, to a training tool, to quality assurance device, they are an indispensable instrument.
Selecting and Mentoring Call Center Supervisors By Matt Harless Without supervisors, a call center would quickly fall apart, but what makes a good supervisor? There are two basic types; make sure that you have the right one. |
Making the Most of Music-On-Hold By Gary A. Pudles and Brendan Read Music-on-hold and messages-on-hold are an expected feature of today's call center. Yet for something so expected and basic, there are many facets that can cause problems if not carefully considered and implemented.
It seems no two clients agree on the ideal music-on-hold. Therefore, a system with maximum flexibility is the best solution
The Secret to Hiring Top Agents By David Filwood Just because an applicant says they like to talk on the phone, doesn't mean they will make a good call center agent. Hiring smart and hiring right can decrease turnover and increase quality. |
From
the Publisher: Self-service is generally not selected because it is the superior option, but because it is the least objectionable one.
Simplifying Data Storage Using a Backup Appliance By John Pearring What's your call center's plan for data backup, archive, and disaster recovery? Do you have a plan? Is it being followed? A backup appliance may be the answer.
Tips for More Effective Email Communication By David Friedman Don't let your message be mistaken for spam; these eight tips will help your email get through – and be more effective.
Whitepapers:
The Economics of Customer Relationship, presented by Strativity Group
Weighing Productivity-Quality to Assess Performance, presented by NetReflector
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