Call center agent

MUST READ Finding remote call center agent jobs and opportunities EXPERT ANSWER - I'm interested in getting a job as a remote call center agent. How do I go about finding remote call center job opportunities? Are there any specific websites or companies that can help me with my job search? Managing call center stress: Three stress management training courses for agents EXPERT ANSWER - How can we help our call center agents deal with the emotional strain of the calls they are taking so that they can still handle each one with the appropriate amount of empathy and professionalism? In back to back calls, our ... CRM jobs and careers: Special report SPECIAL REPORT - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement. Are one-to-one relationships between agents and customers a good idea? EXPERT ANSWER - Should customer service representatives (CSRs) be assigned to specific customers, allowing them to establish a relationship and provide more personalized service? How might this strategy impact customer profitability?

NEWS: 1 - 3 of 31

	Going green with at-home call center agents SearchCRM.com | 05 Aug 2008 ARTICLE - Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.

	Successful workforce management initiative depends on educating contact center agents SearchCRM.com | 29 May 2008 ARTICLE - Switching from a manual system to workforce management software at one call center left agents worried about their jobs. Communicating changes is a vital step.

	CRM in the contact center sees little progress SearchCRM.com | 27 May 2008 ARTICLE - A review of contact center priorities and performance 10 years ago and today finds that CRM initiatives like customer lifetime value have taken a backseat to finding efficiencies.

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EXPERT TECHNICAL ADVICE: 1 - 3 of 65

CALL CENTER AGENT EXPERTS
			Lori Bocklund President, Strategic Contact, Inc. ASK A QUESTION

	Ten ways to re-energize and motivate call center agents 22 Oct 2008 EXPERT ANSWER - Expert Donna Fluss lists 10 techniques call center managers can use to refresh and motivate call center agents during the day.

	Finding remote call center agent jobs and opportunities 31 Jul 2008 EXPERT ANSWER - In this expert answer, Donna Fluss gives tips for finding remote call center agent jobs and lists 16 things people should do to prepare for a job as a remote call center agent.

	Are one-to-one relationships between agents and customers a good idea? 29 May 2008 EXPERT ANSWER - Expert Martha Rogers discusses the relationship customer service representatives (CSRs) should have with customers.

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REFERENCE & LEARNING: 1 - 3 of 22

	CRM jobs and careers: Special report Amanda Malgeri, Assistant Editor | 06 Aug 2008 SPECIAL REPORT - In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career advancement.

	Office poker games to break the ice in the call center Written by: Brian Cole Miller | 11 Jun 2008 CHAPTER DOWNLOAD - This chapter excerpt gives step-by-step instructions for starting an interactive game of office poker with your call center staff.

	Cell phone activities for call center teams Written by: Brian Cole Miller | 11 Jun 2008 CHAPTER DOWNLOAD - This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.

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WHITE PAPERS

	Call Center Management: Planning, Scheduling, Historical and Real Time Statistics Published by: DeskFlex | 01 Sep 2008 WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.

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DOWNLOADS: 1 - 2 of 2

	Measuring call center key performance indicators to optimize cost, quality Published by: SearchCRM.com | 20 Oct 2008 PODCAST - In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me

	Managing customer profitability with Martha Rogers Published by: SearchCRM.com | 22 May 2008 PODCASTS - Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.

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DEFINITIONS: 1 - 3 of 24

	Quality of Experience 03 Apr 2008 WORD - Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software ...

	off-peak 23 Jul 2007 WORD - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...

	outbound call 23 Jul 2007 WORD - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...

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	SEE ALSO - Topics Related to Call center agent:  Hosted call center, Call center manager, Speech technology, Online customer service, Call center outsourcing, Call center software, VoIP call center