IT Management  >   Systems Operations  >   Systems Management  >  

Call Center Management

RSS Feed    Add to Google    Add to My Yahoo!
ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and, on an ongoing basis, to ensure that customer service and productivity goals are being met. While a disclaimer must be offered to the incoming caller to inform them that their call may be recorded,  … 
Definition continues below.
Call Center Management Reports
26 - 50 of 168 Matches Previous Page  |  Next Page
eBook: Best Practices for Social Customer Service
sponsored by Genesys
WHITE PAPER: This resource explains how businesses can integrate social media and customer service in 4 development phases to build customer loyalty and a memorable customer experience.
Posted: 03 Apr 2015 | Published: 31 Dec 2014

Genesys

5 Critical Requirements for a Future-Ready Contact Center
sponsored by Genesys
EBOOK: This resource lists 5 critical requirements for building a future-ready contact center and delivering an effortless customer experience.
Posted: 31 Mar 2015 | Published: 30 Dec 2014

Genesys

5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER: Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Genesys

Big Data is Key to Responding to Customer Needs Instantly
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how a leading big data technology extracts vital information from a network and correlates it with more static information about the subscriber, so you can provide a better customer experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Hewlett-Packard Company

eBook: 5 Steps to Building a Customer Experience-Driven Contact Center
sponsored by Genesys
EBOOK: Download this eBook to learn how to orchestrate service delivery within your contact center for important customer journeys; empower agents with a 360° view of the customer across multiple channels; and more.
Posted: 12 Nov 2014 | Published: 12 Nov 2014

Genesys

Call Center Automation: The Key to Your Success?
sponsored by TechTarget
RESOURCE: The eruption of communication channels has changed the way customers interact with businesses. Our new e-guide, The New Multi-Channel Customer Service Mandate, explores new channels and top concerns that arise from utilizing automation and other tech, and provides considerations to get you on your way to implementation.
Posted: 10 Nov 2014 | Published: 18 Mar 2014

TechTarget

The Multichannel Mandate: Ready, Set, Automate
sponsored by SearchCRM
EBOOK: Automation technology can help contact centers get tie multichannel communications together and offer better customer service -- if it's set up and executed properly.
Posted: 20 Mar 2015 | Published: 20 Mar 2015

SearchCRM

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Get the Most Out of Multichannel Marketing Automation Software
sponsored by Harte Hanks
EBOOK: In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014

Harte Hanks

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett-Packard Company
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett-Packard Company

3 Critical Funnel Points to Maximize Lead Conversions
sponsored by Harte Hanks
RESOURCE: Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.
Posted: 04 Dec 2014 | Published: 04 Dec 2014

Harte Hanks

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

Expert Advice: E-Commerce and Social Media Drives CRM
sponsored by IBM
EBOOK: Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

IBM

Take Advantage of Multi-Channel to Improve CEM
sponsored by Five9
EGUIDE: In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

Five9

Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER: Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013

Genesys

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

Multichannel Contact Centers: Metrics and Realities
sponsored by Five9
EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014

Five9

Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012

Genesys

The Mixed Blessings of Contact Center Automation
sponsored by SearchCRM
EBOOK: Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.
Posted: 28 May 2014 | Published: 28 May 2014

SearchCRM

Contact Center Metrics and Performance Management
sponsored by Five9
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

Five9
26 - 50 of 168 Matches Previous Page    1 2 3 4 5    Next Page
 
CALL CENTER MANAGEMENT DEFINITION (continued): …  often for "quality assurance purposes," the agent often will not know if the interaction is being monitored or not. The practice of silent monitoring is useful in identifying the strengths and weaknesses of agents, effectively capturing customer interactions that can be played back for training purposes or highlighted in performance reviews. Typically, agents are measured by metrics like:average handling time adherence to scripts provided by call center management for different scenariosability to successfully respond to and mitigate caller objections or complaints enthusiasm, tone, manner or … 

About TechTarget:

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines

All Rights Reserved, Copyright 2000 - 2015, TechTarget | Read our Privacy Statement