Contact and Call Center Knowledgebase
Knowledgebase Menu
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 AdvertisingAssessments and Audits
Call Center Assessment: Its Value and WhenAuditing 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 CallsCall Monitoring and Recording
Call Recording and Monitoring Regulations RevisitedImproving Your Contact or Call Center
Developing or Improving a Contact Center: 35 Factors to ConsiderIntegrating Telephone and Field Sales
Integrating Field and Phone SalesLaws and Regulations
Call Recording and Monitoring Regulations RevisitedMetrics
Inbound Call Center MetricsOutsourcing
Outsourcer RFP: What to IncludeSelecting an Outsourced Call Center: 15 Questions to Ask
Training Outsourced Call Center Staff
Sales Leads
Sales Lead ManagementTransfer 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 ModulesImproving 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