Call Center ebook Library

MORE INFORMATION IS AVAILABLE ON OUR RESOURCES PAGE.  These titles have been created from designing and conducting numerous business transformation programs in contact centers. The insights you’ll find in this collection of ebooks has been leveraged by many to inspire and influence change. Are you ready?

Want to know how well you are at converting customer experience related data to actionable insights so you can unlock your true potential and win more and spend less doing it? Get your Free Assessment

Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea

Is call center analytics the silver bullet it’s promised to be? Is it possible for call center analytics and business intelligence technologies to have too much promise surrounding them? Can they live up to your expectations? What are you not aware of that may blindside you? Get an insiders view in this ebook.

Customer Experience Big Data Dysfunction with 25 Question Self-Assessment

You have an enormous business and personal opportunity awaiting you. Convert customer insights to action and you and your contact center will be more valuable. But you have a lot of work to do and this ebook can be a great addition to your toolkit. Contact centers are sitting on a gold mine of customer intelligence, yet very little is actually used to generate forward progress. Completing the assessment and expand your capability can help you win.

Speech Analytics Secrets: Joining the Quality Assurance Revolution without the Risk

There is a major change happening. Are you joining in? The Quality Assurance rules and practices in contact centers is getting rewritten. Have you been staying up to date with it. Invest in yourself, get this ebook for leading insights in quality monitoring and speech analytics practices in contact centers.

11 Steps to Social Media Success for Contact Centers

Social media creates a high risk problem for many organizations. What is being done to reduce the risk in your organization? In this ebook on social media in the contact center you’ll learn about practical things you can begin to do today to reduce the chance of a social media threat to your company. Knowing at any given time that an online attack can come from a customer is not the best way to start your day.

Eliminating the Worst Call Center Practice: Quality Monitoring Calibration

Many call center trainers and consultants have taught a very bad method for calibrating the quality assurance team. The most common methods used to calibrate those scoring recorded calls is actually adding to the frustration for call center supervisors and agents. The very practices used to reduce unfair practices is actually contributing to them. Learn how you’ve been mislead.

Improving First Call Resolution with Agent Accountabilities

This ebook highlights a case study where two different call centers implemented a fairly similar method for measuring first call resolution (FCR). There was on critical elements that one call center included that improved their FCR performance by more than 300% over the other. This seemed to be a simple thing that was perceived to not have a large impact, but it did. In this ebook you will learn about the details and how to get it right.