Guide to Call Center Information Resources

Consult call center reference materials to map out a plan

Refer to call center research for advice if you are beginning, consolidating or expanding. Advance planning will help ease the implementation and management of your call center. The key to your call center's success will rest in the proper hiring and management of agents. This will require planning to map out how to make things run smoothly.

I recommend: Center Serve has a strategy map to set up your call center or consolidate call centers. Preferred Solutions has a call center directory for consultants if you need guidance at any stage.

Use call center information for training and education

To run your call center, you will need training tools to teach and motivate employees. Your business will require information on motivating employees, measuring performance and resolving conflict. Check out call center reference material for ideas on how to educate agents on professionalism.

I recommend: CRM Daily has a list of the top 5 things to teach call center agents. International Customer Management Institute has a list of web seminars and other training resources for call centers. Call-Center-Listings provides training for call center agents in service and technology. Phone Pro offers staff courses to improve sales.

Use call center information resources to track trends, improve performance

It's important to maintain or pay for call center reports to track the effectiveness. You will want to have a call center management information system to monitor and track calls.

I recommend: Call Center Cafe explains how to improve performance with business metrics. Call Center Comparison gives advice on how to maximize call center efficiency. The Resource Center for Customer Service Professionals offers forms, seminars and books on monitoring calls.