It takes specialized knowledge and experience to build an Uncommon Call Center. We'll help you get started with FastFacts on the call center business. Click any FastFact to learn more.

1. What are the benefits of an employee survey?
2. What are the returns can I expect from an employee survey?
3. How long will it take to realize the return from an employee survey?
4. How can I foster employee engagement?
5. How does internal marketing decrease employee turnover?
6. What role do first-level leaders play in employee retention and engagement?
7. What should I know about employee exit interviews?
8. How does brand loyalty contribute to employee retention?
9. Will additional money entice employees to stay?
10. How much reward will likely change employee behavior?
11. Will a performance-based compensation system reduce employee behavior?
12. What's employee engagement?
13. How can I tell if employees are disengaged?
14. What is the estimated cost of losing one customer service employee?
15. What are the negative consequences of turnover?
16. How can I manage the negative consequences of employee turnover?
17. What are 25 ways to reduce employee turnover?
18. How can I determine the "rightness" of employee turnover strategies?
19. Should we change the name of agent metrics?
20. Why isn’t zero employee turnover a good goal?
21. When is voluntary turnover a good goal?
22. What is "fact of life employee turnover?"
23. How do I calculate the cost of turnover?
24. What does it cost to lose an employee?
25. What is causing the labor crisis? Why can't I find the right people to fill my new hire training class?
26. What does it mean to treat our employees as customers?
27. Who are my "valuable employees?"
28. How can I enhance employee retention?
29. A growing industry
30. Best-in-class operation
31. Successfully convert unprofitable customers to profitable customers
32. How customer experience leaders operate
33. Linking customer satisfaction with employee satisfaction
34. The importance of customer feedback
35. Overcoming hurdles in getting feedback
36. Discovering the reasons for downward customer retention rates
37. Monitoring calls
38. Get more out of monitoring calls
39. Rules for customer relationship management
40. Using the "rules" to build loyalty
41. Technology and CRM
42. Finding and retaining the best agents
43. Employee incentives
44. People skills vs. technical expertise: striking the right balance
45. An effective performance feedback system for agents
46. Typical keys to achieving "employer-of-choice" status for a call center
47. Most important locational determinant for call centers
48. Locational trend for call centers
49. Main characteristics of a favorable labor market for call centers
50. Other prominent factors influence locational decisions for call centers
51. Percent Customer Productivity Measurement
52. Call centers: An expense (cost center) or a revenue source (profit center)?
53. Typical measures for service levels and agents
54. Typical goals for percent busy, percent abandoned and % calls answered in X seconds
55. Measurements used to evaluate Internet services
56. Measuring the impact of a Web site
57. Measuring the effectiveness and value of a contact center
58. Understanding occupancy
59. The psychology of customers and waiting
60. Managing customer wait times
61. Caller retry behavior: ensuring call backs
62. How can an IT Effectiveness Assessment help your business achieve success?
63. What steps can you take to get runaway IT projects under control?
64. What does a well run IT organization look like?
65. How do you transform an IT organization into an efficient, effective group?
66. Why is IT Governance important?
67. What should your Business Continuity Plan cover?
68. 6 Ways to Cut IT Costs
69. IT Merger Strategies
70. Executing an Effective IT merger
71. How can VoIP transform my business?
72. What are VOIP system management products and how do they slash operational expenses?
73. How do I make self-service work smarter?
74. How should agents, supervisors, and knowledge workers collaborate to serve customers more powerfully?
75. The difference between a switch, a PBX, an ACD, and a Central Office based ACD
76. Technology components that enable the process of CTI
77. CTI applications in action
78. If my company implements CTI, how successful will the screen pops be?
79. VoIP: a promising technology
80. Switching to VoIP
81. Misusing technology
82. Supporting telephone, e-mail and chat inquiries
83. Knowing when to self-service
84. Dealing with interdepartmental relationships
85. Solutions on the first call
86. Servicing and selling: two jobs, one agent
87. Customer introductions
88. Common operational challenges
89. Contacting a call center
90. Functions of a call center
91. Opportunity: up sell and cross-sell
92. Facilitating call transfers
93. Optimal organization
94. Supervisor to agent ratios
95. The importance of business processes and interdepartmental communications
96. Blending inbound and outbound agents
97. Facilities: optimum square footage and size of a contact center
98. Agent training
99. Top trends in call center training
100. Call center training in an uncertain economy
101. Cost-effective training programs
102. Increasing demand for better customer communication
103. Full spectrum coaching
104. The benefits of call center certification to companies and their agents
105. Certifiable skills
106. Certification to enhance soft skills and meet unique needs
107. The decision to certify
108. A slow growing trend
109. Reasons for outsourcing