Hello, I’m in the process of becoming a contact centre manager, could you help me with what kind of training courses that I need to do in order to be a certified call centre manager?

I need to reduce the average hold time for a group of fresh CSR's. Order accuracy is key, however, it seems to be taking the reps much longer than expected to place orders and complete the call. Any suggestions?

My Call Center is outsourcing some of its call volumes to a service provider who will hire and manage agents to answer our inbound calls. I, along with two other peers, have been appointed as outsourcing executives from our call center at this outsourcing facility. We've been asked to keep an eye on the overall execution and to make sure the service provider remains committed to meet the set targets and delivers quality results as per Service Lev

Does anyone know what we can expect to pay on a per Agent basis for a decent WFM package with Agent Scoring?

I am working on a project to set up a central "Command Centre" to provide (1) resourse/capacity budget & planning real-time, (2) forecating & scheduling, (3) staff utilization & optimization, (4) real-time monitoring and managing of the workload (calls + backend work) for our call centre (500 agents). I am looking for ideas/suggestions on how to model this, as well as potential pitfalls I may come across. Thank you for your help

I am setting up a call center for my company. My first question is: What are the best times for outbound calls (M-F and the weekends)? (US based company calling the US and Canada).

We are considering using skills based routing to route calls in a centre with multi-skilled and specialist agents in a virtual environment. What are the implications to resource management and ASA?

Hi. I have recently been appointed as an MIS/WFM Teamleader. I have no idea what my duties entail.I was promoted from Analyst. What should I be doing in order to be better than my predecessor?

How can I control my call center agents from getting frustrated and angry on customers. Is there anything related to training which may help in this regard.

I have recently been hired to manage an outbound call center where the associates have always been allowed to wear radio headsets and listen to talk show programs, music and books on tape. Are there studies available that show a confirmed loss in concentration, customer service and/or quality?