Best Practices in Call Center management
The case study on United CallSoft highlights the significant role that techniques like Balanced Scorecard can play improving the employee productivity in call centers. A key insight that this case...
View ArticleImproving call center performance with KPI tool
Why not visualize the strategy of improving of call center performance with strategy map? The latest version of BSC Designer PRO allows to create strategy maps, export them or print. Check more...
View ArticleCall center performance with KPI
The best idea to measure call center performance is to combine Call Center KPI from commercial library of metrics and BSC Designer PRO – with all its powerful features.
View ArticleManaging the quality paradigm in call centers through the use of KPIs
Quality today has become the most distinctive factor in the success of any call center and the degree of attention that one pays to it is directly related to the customer satisfaction scores that the...
View ArticleAnalyze your call center ratios to improve business performance
Most big companies have own call centers which perform different tasks. If a company sells products, there should always be a call center which takes orders by phone, as not all people prefer using...
View ArticleMeasure call efficiency with contact KPI
What do you usually do if you are not satisfied with the quality of products and services? Yes, you dial number of a contact center to which calls are usually toll free. You naturally want to talk to...
View ArticleContact scorecard system will show you the right development direction
Every company having a web site has a menu called Contact us. And most companies have special hotlines. As a rule these are tool free number which you can dial should you have any questions about...
View ArticleBalanced Scorecard in call centers – best practices
Learn more about best practices of using Balanced Scorecard and KPI in call centers and customer support service. The Balanced Scorecard library features the best articles about Balanced Scorecard and...
View ArticleHow a call center operator generates revenue
Very often we judge the company or service provider exclusively by quality of their call center. Indeed, we expect to listen to any answers to our questions and we want our problems to be solved by...
View ArticleReasons to implement BSC in a call center
Call centers are specific business units in the companies. At the same time, some companies prefer to outsource and use services of external call centers. Both options are equally good as long as call...
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