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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...

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Improving 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...

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Call 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.

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Managing 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...

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Analyze 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...

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Measure 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...

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Contact 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...

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Balanced 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...

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How 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...

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Reasons 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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