Call Center Best Practices Guide

Best Practices Guide

Call Center Best Practices Guide

Best Practices Guide

This guide details 40 high value best practices for Call Center operations organized by function, including Workforce Management, Call Processing & Issue Resolution, Call Center Training & Coaching and more. Use this document as a guide in implementing work activities in your Call Center that have proven to increase efficiency, cost effectiveness, customer service and work quality. The majority of OpsDog's best practices require no new technology and can be implemented without infrastructure or regulatory-related organizational changes. Order this document to point your Call Center in the right direction.

Which organiational areas and/or lines of business are covered in this best practices guide?

This guide includes details on 40 best practices (including a description of the best practice, comparison to the status quo, related KPIs, and benefits of the best practice over other common methods) covering the following areas:

  • Call Processing & Issue Resolution
  • Call Center Technical Support
  • Call Center Training & Coaching
  • IVR/VRU Development & Maintenance
  • Workforce Management
Download a Sample Call Center Best Practices Guide

Frequently Asked Questions

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