Call Center Best Practices - Special operations edition

This benchmarking report will enable you to learn effective management practices from other companies and use this information to drive decision-making in your call center. In this report, 271 call centers provide data on the most critical information for successful call center management and operations. The report presents:

·lessons learned by call center managers about their most effective management practices
·operational changes that have the greatest impact on customer satisfaction and operations efficiency

Prosci is an independent research and publishing company. At the forefront of business process design research, Prosci has involved more than 1000 companies in research and benchmarking studies over the past six years. Prosci's Online Learning Centers host more than 150,000 visits per month and have more than 26,000 tutorial participants. Prosci is one of the leading providers of research reports in the areas of business process reengineering and change management.

Prosci sponsors the Call Center Learning Center, a comprehensive Internet directory and reference site for call center managers. This learning center provides access to articles, case studies, best practices and international benchmarking studies. Prosci also hosts the BPR Online Learning Center, offering a complete index of business process improvement resources and benchmarking study reports.