Contact and Call Center Knowledgebase

This Knowledgebase is drawn from Lieber Associates' contact center experience. These concise primers are introductions to key call center strategies, technologies, and tactics.

By Topic Area

Advertising Contact and Call Centers

Nine Ways To Generate More Response to your Telephone Number Advertising

Assessments and Audits

Call Center Assessment: Its Value and When

Auditing or Assessing a Call Center: 15 Areas to Examine

Auditing Your Call Center: Internal Vs External

Call Guides and Scripts

Call Guides and Scripts for Telephone Sales Calls

Call Monitoring and Recording

Call Recording and Monitoring Regulations Revisited

Improving Your Contact or Call Center

Developing or Improving a Contact Center: 35 Factors to Consider

Integrating Telephone and Field Sales

Integrating Field and Phone Sales

Laws and Regulations

Call Recording and Monitoring Regulations Revisited

Metrics

Inbound Call Center Metrics

Outsourcing

Outsourcer RFP: What to Include

Selecting an Outsourced Call Center: 15 Questions to Ask

Training Outsourced Call Center Staff

Sales Leads

Sales Lead Management

Transfer Sales Lead Calls to Make More Sales

Technology

10 Steps to New Call Center Technology
(ACDs, Dialers, Work Force Management & Software)

Training and Staff Improvement

Call Center Rep Training: 14 Modules

Improving Staff Performance In Your Contact / Call Center: 10 Ways

Training Outsourced Call Center Staff

Alphabetical

Auditing or Assessing a Call Center: 15 Areas to Examine
Auditing Your Call Center: Internal Vs External
Call Center Assessment: Its Value and When
Call Center Rep Training: 14 Modules
Call Guides and Scripts for Telephone Sales Calls
Call Recording and Monitoring Regulations Revisited
Developing or Improving a Contact Center: 35 Factors to Consider
Improving Staff Performance In Your Contact / Call Center: 10 Ways
Inbound Call Center Metrics
Integrating Field and Phone Sales
Nine Ways To Generate More Response to your Telephone Number Advertising
Outsourcer RFP: What to Include
Sales Lead Management
Selecting an Outsourced Call Center: 15 Questions to Ask
10 Steps to New Call Center Technology
Training Outsourced Call Center Staff
Transfer Sales Lead Calls to Make More Sales