What is call center management?
Call center management entails responsibility for the day-to-day operations and the meeting of customer service goals at a call center. Managers must make certain that predetermined processes and procedures are followed, problem areas are identified and corrected, and adherence to all government and industry regulations involving call recording are being followed.
A call center manager’s duties may include ensuring the confidentiality of customer information, implementing improved working procedures, maintaining call quality, coaching and motivating staff, performance reviews, recruiting and interviewing qualified call center agents, and problem solving.
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious