Benchmarking report 250 call centers from around the world share how they have improved service quality, productivity and customer satisfaction in this 50page report. Benchmarks in Call Center Operations focuses on the top KPIs and performance by industry and also identifies the operational changes that are having the greatest impact on customer satisfaction and call center efficiency.Benchmarking report The How to be a Great Call Center Manager Report includes 46 pages of management insights to improve your centers performance. This section focuses on the management of call center employees including recruiting, hiring, training and motivating agents.Benchmarking report The Improving Call Center Business Processes Report includes 37 pages of management insights to improve your center, focusing on workforce management, quality monitoring, process improvement and outsourcing.How to cut costs in your call center; a systematic approach to expense reduction, this toolkit provides over 50 initiatives to cut costs, including shortterm quickhits, midterm tactics and longterm strategies.How to measure and improve call center performance; an excellent guide to developing a performance measurement system with concrete recommendations for improving call center performance.A comprehensive guide specifically designed to increase productivity and motivate agents. Discover what truly motivates your agents to do their best work with easytofollow steps that guide you through the principles of motivation and how to overcome the agentmanager disconnect. Interactive assessments are included that allow you to find the root cause of low agent productivity and reduce your turnover rate. How to complete a successful outsourcing project; a comprehensive guide for making outsourcing decisions, conducting a needs assessment, identifying and selecting an outsourcing partner, and establishing a service level agreement. Centerserve, a division of Prosci Research, is the world’s leading supplier of call center benchmarking reports and researchbased toolkits for call center managers. Centerserve conducts annual research studies that have involved more than 900 companies from 51 countries. Centerserve specializes in management and operations research that is directly applicable to call center managers and consultants.Centerserve also sponsors the Call Center Learning Center, a completely independent resource site that provides access to nearly every call center resource available today. With more than 130,000 hits per month, the Learning Center is one of the most comprehensive web indexes for call center managers, and is currently the number one ranked call center resource site in the world. Centerserve is not affiliated with any call center vendors or associations. The Call Center Learning Center provides free access to all call center suppliers to list their products without fees or commissions. This allows the learning center to provide the most comprehensive listings.Centerserve’s products include research and benchmarking reports, toolkits for project leaders and consultants and handbooks for employees and managers. Centerserve’s unique researchbased resources combined with their 100 satisfaction guarantee make these products a winwin for any call center.

Address: 1367 South Garfield Street Loveland, CO 80537
Telephone: 970-669-6554
Website: http://www.call-center.net/