Do I Want to be a Call Centre Agent? Part 1

Do I Want to be a Call Centre Agent? Part 1

If you are interested in becoming a Contact Centre agent then this video will give you some help in getting the job and will tell you what skills and training you may need. Find more at www.careforcustomers.com

Call Centre Management - Service Level Impacts

Call Centre Management – Service Level Impacts

We explain what those numbers mean and the impact to your contact center and your costs when you run a high or low service level. We also provide thoughts on Service Levels for certain types of businesses. Find more at…

Call Center Management - Agent Costs

Call Center Management – Agent Costs

See how costs can increase when an agents work time is not managed during their shift. Find more at www.careforcustomers.com

Call Center Management - Calculate the  # of agents you need. (Volume 1 of 2)

Call Center Management – Calculate the # of agents you need. (Volume 1 of 2)

Here is a formula that helps you determine how many agents you will need to answer all your calls or e-mails. Each part of the formula is explained in simple language and we have included a sample spreadsheet to help…

Call Center Management - Occupancy, the Call Center Killer

Call Center Management – Occupancy, the Call Center Killer

What is Occupancy? Why is it important? How to calculate it. What is “ideal” Occupancy? Factors that drive Occupancy. Find more at www.careforcustomers.com

Call Center Management - Agent Cheat Sheets - good or bad in the Call Center?

Call Center Management – Agent Cheat Sheets – good or bad in the Call Center?

What are cheat sheets? Why they can be a concern within your Call Center. What to do about them. Find more at www.careforcustomers.com

Call Center Management - FCR (First Call Resolution) Overview

Call Center Management – FCR (First Call Resolution) Overview

The meaning, benefits and drawbacks of FCR in a call center environment. Find more at www.careforcustomers.com

Call Center Management - IVR (Interactive Voice Response Unit) Overview

Call Center Management – IVR (Interactive Voice Response Unit) Overview

How it works and some benefits and drawbacks when used in a call center. Find more at www.careforcustomers.com

Call Center Management - ACD (Automatic Call Distributor)

Call Center Management – ACD (Automatic Call Distributor)

Automatic Call Distributor. How it works in a call center. Find more at www.careforcustomers.com

Chatbot Review (German)

Chatbot Review (German)

Chatbot von Tomy 1985 hergestehlt