Contact and Call Center Knowledgebase

This Knowledge Base is drawn from Lieber Associates' contact center experience. These concise primers are introductions to key contact 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

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

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

Selecting 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