Category Archives: Performance Management

Ten Questions to Ask When Choosing Your Call Center Software

Updated May 2020. Setting up a call center is not always straightforward. There is a vast selection of call center reporting software, including hosted or cloud call center solutions and premises-based solutions, and you will need to do a little … Continue reading

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Five Key Benefits of Using a Call Center Reporting Software

Updated January 2020. Keeping a standard for your call center is never too easy. You need to manage things properly to maintain them because managing a call center is crucial to reach out to your targeted audience. If you are … Continue reading

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How To Elevate Your Leadership In Your Call Center with TRE

Call centers are a unique type of industry with specific challenges and needs. High caller volumes require a full complement of agents, but when are the high demand periods? Difficult customers and occasionally abusive callers can create a great deal … Continue reading

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Impress your customers and innovate your contact center

In present day contact centers, vocation is no more confined to merely handling calls. With e-mails, instant messaging and online communiqué the functioning of contact centers has largely expanded. To guarantee the success of customers, contact center solution aids its … Continue reading

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Generate Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company. Fundamentally, there are 2 kinds of reports … Continue reading

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So you think your performance management reports measure up?

Most of us are satisfied with the performance reports that we are using. Our operations are running relatively smooth. We achieve our goals month after month and year after year. We even manage to improve quality and productivity. Our employees … Continue reading

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Improve productivity and quality in your call center

It seems most leaders have struggled with these goals many times in their careers. Employees hear “decrease quality” when they hear the boss ask for increased productivity. Many leaders asking for better quality are afraid to decrease productivity. I have … Continue reading

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Contact Center Statistics: The Good, The Bad, and The Ugly

The Good: Statistics are an integral part of any business. They are superb when you want to understand your market and your performance. They are invaluable when you have no way of knowing the future outcome of a given situation. … Continue reading

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3 Fundamental Reasons Contact Center Employees Don’t Perform

Many of us have experienced the frustration of not knowing how to get some of our employees to perform according to our expectations. In our hustle and bustle day-to-day bump and grind we may even miss the obvious signs. Here … Continue reading

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Call Center Management: Measuring Contact Handling Times

Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading

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