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Browse Reynolds, Penny

1-18 out of 18 article(s)
Title Type Date Words
Yearning for e-learning? the pros and cons of the virtual classroom for your call center. Jun 1, 2008 1541
The top five things your call center agents wish you'd taught them. Mar 1, 2008 1082
A Practical Guide to seasonal Call Center Staffing. Nov 1, 2007 1346
The hidden costs of understaffing your call center. Oct 1, 2007 928
A systematic approach for improving schedule adherence. Sep 1, 2007 1691
Ready, set, close: preparing your phone reps for selling success. Aug 1, 2007 1337
Building and managing call center teams. Jul 1, 2007 946
Reducing staff may cost you money. Jan 1, 2005 926
The economics of looking for a new call center home. Nov 1, 2004 864
Business school basics: evaluating technology purchases using net present value. Illustration Sep 1, 2004 1165
A view from the outside: defining external call center performance metrics. Aug 1, 2004 1193
Schedule adherence monitoring: Big Brother or better bottom-line? Jul 1, 2004 937
The basics of calculating call center staff. Jun 1, 2004 1036
Unraveling the mystery of service level discrepancies. May 1, 2004 828
How do your call center supervisors measure up? Apr 1, 2004 887
Understanding agent occupancy. Mar 1, 2004 889
The power of one in Call Center Staffing. Feb 1, 2004 862
From call center agent to net rep: Web-Enabling your front-line staff. (Call Center/CRM Management Scope). Feb 1, 2002 3696

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