Call Center Management Insights & Best Practices
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Call Center Management Insights & Best Practices
A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. In addition to a call centre, collective handling of letter, fax, live chat, and e-mail at one location is known as a contact centre.
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4 Reasons Outsourcing Is No Longer a Dirty Word - Entrepreneur

4 Reasons Outsourcing Is No Longer a Dirty Word - Entrepreneur | Call Center Management Insights & Best Practices | Scoop.it
Hiring freelancers and part-timers can be cost effective, efficient and less stressful that taking on full-time staff.
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Three keys to making outsourcing work - eltjam

Three keys to making outsourcing work - eltjam | Call Center Management Insights & Best Practices | Scoop.it
But outsourcing can cause problems, too, even when you work with the best suppliers. We've all encountered projects that went wrong to some extent because freelance or contract staff didn't understand what was needed or ...
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Infographic: The Ten Most Transparent Countries...

Infographic: The Ten Most Transparent Countries... | Call Center Management Insights & Best Practices | Scoop.it
Potential investors frequently cite corruption as one of their primary concerns when it comes to doing business in Latin America, so it is imperative to know which countries are among the most and least transparent in the region.
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A New Year and New Employees: Best Practice Hiring Tips for Your Call Center - Business 2 Community

A New Year and New Employees: Best Practice Hiring Tips for Your Call Center - Business 2 Community | Call Center Management Insights & Best Practices | Scoop.it
If you work as a call center manager or executive, hiring new call center employees,...

Via Thomas Faltin
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The 5 top meetup stereotypes

The 5 top meetup stereotypes | Call Center Management Insights & Best Practices | Scoop.it
The 5 top meetup stereotypes
Tech City News
... code-by-numbers, ponzi schemers known as Ruby on Rails programmers.
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Motivational Games for Call Centers | the Call Center Corporation

As more and more call centre executives move to greener pastures, the attrition crisis is gaining improportionate shape. It all boils down to one thing – motivation, or rather, the lack of it. Motivational Games to boost morale and ...
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17 top tips for workforce management

17 top tips for workforce management | Call Center Management Insights & Best Practices | Scoop.it
You can have the best staff in the business, but it will count for nothing if they’re not in the right place at the right time. Here are some tips from our readers on how to optimise your workforce management (WFM).
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India call centre prank, even got him to sing!

Eon energy called up and they got more than they bargained for.
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How to, effectively, start Call-Center Outsourcing? - Call Centre Helper

How to, effectively, start Call-Center Outsourcing? - Call Centre Helper | Call Center Management Insights & Best Practices | Scoop.it
Hello, I've been working at a call-centers for several years, so I do have quite big experience of Call-Center Operation.
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Tackling the 4 Trickiest Workforce Management (WFM) Challenges

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Top Five Reasons for IT Directors to Outsource IT Services | Outsourcing Center

Top Five Reasons for IT Directors to Outsource IT Services | Outsourcing Center | Call Center Management Insights & Best Practices | Scoop.it
Here are five good reasons why you should think about outsourcing your IT services: You could save significant staff costs.
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4 Smart Tips To Help You With Outsourcing

4 Smart Tips To Help You With Outsourcing | Call Center Management Insights & Best Practices | Scoop.it
Outsourcing is one of the most powerful tools in any entrepreneur's toolbox for increasing their productivity, output and eventual profits. Most entrepre ...
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15 Tips on Contact Center Scheduling - Workforce Management for ...

15 Tips on Contact Center Scheduling - Workforce Management for ... | Call Center Management Insights & Best Practices | Scoop.it
15 Tips on Contact Center Scheduling. One of the call center manager's most important tasks is to create a schedule that balances agent needs vs. call center capabilities, while accounting for such variables as shrinkage and ...
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The Secret to Workforce Management Success - The Workforce Institute

The Secret to Workforce Management Success - The Workforce Institute | Call Center Management Insights & Best Practices | Scoop.it
Planning for change and investing in change management strategies is key to workforce management solution success. (What is the secret to WFM success?
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10 Tips for Better Call Center Agent Retention

10 Tips for Better Call Center Agent Retention | Call Center Management Insights & Best Practices | Scoop.it
Provide the Right Tools. Agents work best when they have the technology that makes their jobs easier. Call recording software, workforce management and quality assurance solutions not only benefit managers, but agents as ...
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How to keep up advisor energy levels

How to keep up advisor energy levels | Call Center Management Insights & Best Practices | Scoop.it
How can we assist call centre agents to sustain their energy levels? Is providing sugary drinks really the best answer? Author Alison Mathiebe explores.
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Call center hiring and recruitment

Call center hiring and recruitment | Call Center Management Insights & Best Practices | Scoop.it
Best hiring and recruitment practices for call centers and tips to enhance employee engagement as the largest agency in Canada. (Call center hiring and recruitment: Call centre recruitment is a field all of its own.
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Performance Management Best Practices: Debunking the Myths

Performance Management Best Practices: Debunking the Myths | Call Center Management Insights & Best Practices | Scoop.it
Great performance management programs are engaging, continuous, relevant and practical.
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The Three Elements Of Workforce Optimisation | Ideate

The Three Elements Of Workforce Optimisation | Ideate | Call Center Management Insights & Best Practices | Scoop.it
The Three Elements Of Workforce Optimisation http://t.co/ZHXT8bHSWJ via @ideateblog
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Five Tips for Better Managing Your Contact Center - CIO Today

CIO Today Five Tips for Better Managing Your Contact Center CIO Today "Contact center should have a robust forecasting engine which predicts the correct call volumes, best scheduling practice to plan and optimize resources that is sufficient for...
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