2007 Call Center Leadership Series Product Catalog

From the Call Center Learning Center

Resources for the management and operations of contact centers

Centerserve is the worlds leading supplier of call center benchmarking reports and research-based toolkits. Centerserve conducts annual research projects that have involved more than 700 call centers from 50 countries and also sponsors the Call Center Learning Center (www.call-center.net), the Webs most comprehensive site for call center resources. Centerserves products include research and benchmarking reports as well as toolkits for project leaders and consultants.

Centerserve 1367 South Garfield Avenue Loveland, Colorado, USA 80537 Phone: 970-669-6554 Fax: 970-669-7005 Email: [email protected]

The Complete Call Center Business Performance Series

Call center measurement Best Practices Benchmarking Reports
Benchmarking your call center performance
Lessons learned from more than 250 companies in call center management and technology. Includes contact center model, best practices, performance metrics and improvement initiatives.

Call Center Measurement Toolkit

Easy to use guidelines and worksheets for assessing and benchmarking call center performance, with complete guides on how to establish the right measures.

Call center operations and management

Motivate agents and improve retention

Motivating Agents Toolkit

A comprehensive guide for understanding what motivates your agents and how you can improve performance. Interactive assessments are included that allow you to find the root cause of low agent productivity and reduce your turnover rate.

Monitor calls and improve agent productivity

Quality Monitoring Toolkit

A complete guide to implementing or improving a quality monitoring (call monitoring) program and integrating it into operations with the Quality Monitoring Lifecycle and a research-based scorecard.

Plan a new contact center or improve an existing center

Call Center Planning and Design Toolkit

A comprehensive guide to call center strategy, planning and design; an excellent resource for new contact center start-ups, existing call center improvement and future planning; includes detailed templates and planning roadmaps.

Reduce costs in your call center operations

Controlling the Cost of Call Center Operations

A systematic approach to expense reduction; over 50 initiatives to cut costs, including short-term quick-hits, mid-term-tactics and long-term strategies; checklists, worksheets and framework roadmap.

Train your call center

Call Center Training Toolkit

The most comprehensive strategy and planning guide for creating a training program for your call center.

Outsource your entire call center or specific functions

Outsourcing Toolkit
A comprehensive guide for making outsourcing decisions, conducting a needs assessment, identifying and selecting an outsourcing partner, and establishing a service level agreement.

Our guarantee: Centerserve stands behind every product with a100% satisfaction guarantee no exceptions. If you are not completely satisfied, return the product for a complete refund within 30 days. Only shipping charges are non-refundable.

2007 Best Practices Benchmarking Reports

250 contact centers share best practices in operations, management and business processes.
The 2007 Call Center Best Practices Reports provide a comprehensive view of the changing environment in the contact center industry. Find out what is working (and what is not working) as call center managers strive to reduce costs and improve service quality. Participants from over 50 countries and a variety of industries including electronics and communications, health care, financial services, utilities, insurance, consumer goods, banking, government, education, manufacturing, services and hospitality contributed to the study, answering more than 200 questions to provide over 130 total pages of management insights. Example topics include:

Benchmarks in Call Center Operations

$429
Style: electronic PDF Pages: 50 Figures: 45

Performance objectives and results (KPIs) Past improvement initiatives Future directions and improvements Reporting and analytics Home-based/remote agents Demographics

How to be a Great Call Center Manager

top KPIs and performance benchmarks by industry improvement initiatives and changes with the greatest impacts on call center costs and performance key factors that motivate agents "must-do" and "must-not-do" items for supervisors top quality monitoring programs cost data including average wages from each region and many others

$399
Style: electronic PDF Pages: 46 Figures: 36

Management practices: Supervisors/team leaders Management practices: CSRs/agents Hiring and recruiting CSR/agent training Motivation and incentive programs Communication Home-based/remote agents Demographics

The latest editions of Centerserve's Call Center Best Practices Benchmarking Reports present trends from four studies over the past eight years. The reports provide quick, actionable steps for call center managers seeking to increase revenue, reduce costs and improve service quality.
Sponsors of the
2007 Call Center Best Practices Reports

Improving Call Center Business Processes

$349
Style: electronic PDF Pages: 37 Figures: 35

Workforce management Quality monitoring Process improvement Outsourcing Demographics

Order all three reports and save 15%!

BEST PRACTICES PACKAGE ONLY $999

Centerserve www.call-center.net 970-669-6554 [email protected]

$429 Motivating Call Center Agents

How to increase agent productivity and retention
Style: binder / CD Pages: 254 Templates : 29 Models : 12

A nuts-and-bolts guide to discovering what really motivates your agents and how to do it When it comes to call center incentive and motivation programs, one size does not fit all. Proscis Motivating Call Center Agents Toolkit will help you discover what really works to inspire and motivate your call center agents. The motivation process roadmap and a set of in-depth assessments will help you to evaluate the current state of your call center, prioritize your greatest opportunities for improvement and integrate a plan that aligns with your call center strategy to create a truly motivating call center environment.

This toolkit has been specifically designed to help call center The Threshold Model managers and supervisors: Increase productivity Motivate agents
-agent Reduce turnover interaction

Career advancement and growth

The Threshold Model:

Incentives and rewards Leadership style and supervisor Desired job factors Culture and teams THRESHOLD

Enables you to create a customized plan for motivation, retention and productivity Drives the methods of motivation in your call center Illustrates what you should do first to motivate and inspire your agents, and when to take various steps in the process Provides you with the "hard numbers" to prove which job factors are most important and problematic in your call center

Required job factors

Basic knowledge to perform job

Tools, equipment and work station

Physical environment and facilities

Competitive pay and benefits

Personal aspiration and ambition

Centerserve www.call-center.net 970-669-6554 [email protected]

$349 Call Center Training Toolkit

Strategies and plans for call center training development
Style: binder / CD Pages: 193 Figures: 13 Checklists: 44

The Call Center Training Toolkit is the definitive guide for creating a training program for your call center. The toolkit provides a methodology and guidelines for developing a call center training curriculum and organization that considers efficiency, effectiveness, quality, quantity, time and cost of training. For call centers with existing training groups, this toolkit provides a format for evaluating the strategy, needs, content, and delivery methodology for your training program. The toolkit includes checklists, guidelines and templates to make sure that you are on the right track.

This toolkit is ideal if you

Training Development Roadmap

are starting a completely new call center and need a training program want to upgrade your existing training to a worldclass organization are taking over the responsibility for training from someone else

Strategic perspective Management perspective Training perspective Learners perspective Delivery and evaluation perspective

The toolkit is designed to help you completely overhaul your training program or design a training program from scratch.

Call Center Outsourcing

Strategies and plans for successful call center outsourcing

$279
Style: binder / CD Pages: 200 Templates: 5 Figures: 36 Pages: 200

The Call Center Outsourcing Toolkit is designed for use by organizations that are considering or have already made a decision to outsource call handling. The toolkit provides an in-depth and easy-to-follow process for selecting a qualified outsourcing partner and then managing a win-win relationship. This toolkit guides you through a logical process beginning with the outsourcing decision and ending with a service level agreement. Key document templates included are: needs assessment, request for proposal, and service level agreement.
Some call centers enter an outsourcing arrangement without fully understanding their own needs and operations. The Outsourcing Toolkit will help you answer key questions like: Why should I outsource? What are the benefits? Will my customers be satisfied? What are the business risks? How can I select the right outsourcing partner? How do I create a service level agreement (SLA)?

Centerserve www.call-center.net 970-669-6554 [email protected]

Controlling the Cost of Call Center Operations

How to cut costs in your call center

$299
Style: binder / CD Pages: 164 Figures: 16 Worksheets: 10 Strategies: 52

Controlling the Cost of Call Center Operations provides a systematic approach to reducing your costs. With this toolkit, you will critically examine multiple channels for reducing expenses. The outcome is a set of identified and prioritized cost saving initiatives that are most suited for your situation.

This toolkit is ideal if you A truly comprehensive guide for reducing call center costs. A resource with this perspective is long overdue.
Gerald Tschikof Founder, Center Partners

Need to reduce the cost of your call center operations Are under pressure to deliver the same level of service with fewer resources Are faced with increasing costs in your call center Need to manage peak calling periods or seasons without breaking the bank Could benefit from over 50 initiatives to lower your costs

Content overview
Reducing handle time Reducing the cost of resources Reducing the volume of contacts Cost control worksheets Three types of cost control initiatives Prioritization worksheet Topic look-up

Images from Design Gallery Live image copyright 2004 Microsoft Corporation, One Microsoft Way, Redmond, Washington 98052-6399 U.S.A. All rights reserved.

In the toolkit you receive a master roadmap diagram that shows the framework for cost reduction initiatives including: lowering handle time (e.g., talk time plus after-call work time for a phone call) reducing resource costs for handling contacts (fully loaded cost per unit time e.g. cost per minute) decreasing total volume of contacts (volume of inbound contacts for all media)

Centerserve www.call-center.net 970-669-6554 [email protected]

$289 Call Center Measurement Toolkit

Style: binder / CD Pages: 189 Figures: 55 Tables: 9 Equations: 8

A no-nonsense guide for measuring and benchmarking call center performance

Proscis Call Center Measurement Toolkit is an indispensable tool that will teach you how to assess and improve the performance of your call center. By providing common definitions of terms and a complete overview of performance measures for contact centers, the toolkit will promote your understanding of the functions and procedures that will enhance your call center performance and boost its efficiency.

useful and pertinent information that every call center manager can use at their fingertips"
Doug Helvig Cohen Brown Management Group

Measurement areas in the toolkit:

abandon rate availability agent utilization average speed of answer (ASA) contact volume costs customer satisfaction

handle time one call resolution rate quality monitoring schedule adherence service level span of control turnover rate

In the Call Center Measurement Toolkit, you will find:

in-depth templates, graphs and guidelines to help you understand the definitions of each call center measurement explanations of different industry perspectives on each area of call center management methods to accurately benchmark your results against industry data recommendations and ideas you can act on immediately to initiate improvement projects tips for improving your call center benchmarking results formulas for determining when you have made accurate and valid comparisons

Centerserve www.call-center.net 970-669-6554 [email protected]

Call Center Quality Monitoring Toolkit $349 / CD Style: binder

How to monitor and ensure quality customer experiences
Pages: 181 Templates: 5 Checklists: 9 Worksheets: 5

Proscis Quality Monitoring Toolkit is the most complete guide available for quality monitoring. Whether you are just starting a new program for monitoring contacts, or need to overhaul your current call monitoring program, this toolkit provides definitive guidelines and templates for both phone and multi-media contact monitoring. Using research data from more than 250 call centers, the toolkit includes benchmarking results that will make your quality monitoring program a success.

This toolkit has been designed to help call center managers and supervisors:

Create the best possible quality monitoring program. Integrate quality monitoring with hiring and training programs. Use industry-proven criteria for scoring agents. Learn the must-do and must-not-do items for providing feedback to employees. Select the best quality monitoring process for your call center.

Basic Walk-around Side-by-side Plug-in Silent monitoring Record and review Voice and screen
Sophisticated

1. 2. 3. 4. 5. 6. 7. 8.

Toolkit contents Quality monitoring methods Agent perception QM lifecycle Monitoring contacts Agent feedback Training and coaching Survey criteria Implementation checklists

This toolkit will help you:

Build a quality monitoring program that agents will support. Create a complete monitoring process with integrated feedback loops to agents, supervisors, training and hiring. Develop a quality monitoring scorecard that is not only useful to your agents but also improves your levels of customer service.

Centerserve www.call-center.net 970-669-6554 [email protected]

$389 Call Center Planning and Design Toolkit

A blueprint for building a successful contact center
Style: binder / CD Pages: 258 Figures: 15 Templates: 12 Checklists: 11

The Call Center Planning and Design Toolkit is your guide for creating a world-class contact center. Developed in collaboration with industry leaders in the call center field, Vanguard Communications*, the Call Center Planning and Design Toolkit is the definitive guide for creating the best possible contact center for your organization. The toolkit provides: A planning checklist and design guidelines for successfully setting up a new call center or redesigning your existing call center

This toolkit is ideal if you

Are starting a completely new call center Are consolidating call centers Want to upgrade to a world-class contact center from your existing call center Are taking over call center implementation Are managing a portion of a new call center implementation Have one call center and need to open an additional location Are looking for a better understanding of the components of an effective call center

The approach and tools to help you create a contact center strategy and manage the implementation effectively
Strategy

Processes

Technology

Human resources

Facilities

Planning Roadmap
Guides you through the key activities for creating a worldclass call center. Planning roadmaps enable you to quickly identify required elements for your call center.

Master Planning Guide The planning roadmap and the master planning guide include: Getting Started Business Strategy Processes Technology Human Resources Facilities The Master Planning Guide is the answer to the question Where do I start? Planning tables and checklists will help you identify and keep track of the multitude of activities that must be done. Master planning guides for strategy, process, technology, HR and facilities provide you with checklists and project management control.

*Vanguard Communications Corporation can be reached at www.vanguard.net.

Centerserve www.call-center.net 970-669-6554 [email protected]

Call Center Leadership Series

2007 Call Center Best Practices Report Benchmarks in Call Center Operations - $429
Featuring data from 250 contact centers worldwide, this report includes 50 pages of operations insights to improve your center's performance. This section focuses on the top KPIs and performance by industry.

2007 Call Center Best Practices Report How to be a Great Call Center Manager - $399
With data collected from 250 organizations from over 50 countries, this report includes 46 pages of management insights to improve your center's performance, focusing on management of call center employees including recruiting, hiring, training and motivating agents.

2007 Call Center Best Practices Report Improving Call Center Business Processes - $349
With data collected from 250 organizations from over 50 countries, this report includes 46 pages of management insights to improve your center's performance, focusing on management of call center employees including recruiting, hiring, training and motivating agents.

Call Center Outsourcing Toolkit - $279

With the processes presented in this toolkit, you will work through the steps needed to make an effective and successful outsourcing decision.

Call Center Measurement Toolkit - $289

Learn how to assess and improve the performance of your call center with common definitions of terms and a complete overview of performance measures.

Controlling the Cost of Call Center Operations - $299

Critically examine multiple channels for reducing expenses to determine a set of identified and prioritized cost saving initiatives that are most suited for your contact center.

Call Center Quality Monitoring Toolkit - $349

Providing definitive guidelines and templates for both phone and multi-media contact monitoring, this toolkit provides you with a complete guide to creating a successful quality monitoring program.

Call Center Training Toolkit - $349

The toolkit provides a methodology and guidelines for developing a call center training curriculum and organization that considers efficiency, effectiveness, quality, quantity, time and cost of training.

Call Center Planning and Design Toolkit - $389

The definitive guide for creating the best possible contact center for your organization, this resource provides all of the tools necessary to create a strategy and manage the implementation effectively.

Motivating Call Center Agents Toolkit - $429

Discover what truly motivates and inspires your call centers agents by assessing your call center and creating a customized plan for increased productivity and retention.

Call Center Business Performance Packages

Find a call center package to meet your needs and save 20-25% off the list price! 2007 Best Practices in Operations and Management Package - $999
Get the latest and greatest in call center operations and management from 250 companies. This combo features the 2007 editions of the best practices report, giving you the most up-to-date look at what is happening in all aspects of call centers across the globe. 2007 Call Center Best Practices Report Benchmarks in Call Center Operations 2007 Call Center Best Practices Report How to be a Great Call Center Manager 2007 Call Center Best Practices Report Improving Call Center Business Processes

Call Center Measurement Package - $575

The combination of these products will help you get the most out of measurement in your call center. You will learn what to measure in your call center to improve your performance and compare your practices and performance against other call centers in your industry and worldwide. Call Center Measurement Toolkit 2007 Call Center Best Practices Report Benchmarks in Call Center Operations

Managing Change in Quality Monitoring Package - $388

Implementing a new program or redesigning your current quality monitoring program is a big change that affects everyone in your call center. This package enables you to build a quality monitoring program and implement it using change management best practices to ensure success. Call Center Quality Monitoring Toolkit Change Management Best Practices Report

Call Center Business Performance Packages

Find a call center package to meet your needs and save 20-25% off the list price! Managing Change in Motivation Programs Package - $449
The Motivating Call Center Agents Toolkit includes in-depth information on how to implement a new program according to change management principles. This package includes change management best practices so that you can benefit from lessons learned by over 280 change management practitioners and consultants. Motivating Call Center Agents Toolkit Change Management Best Practices Report

Call Center Evaluation Package - $1,160

Find out how your call center is doing on the inside and the outside. These toolkits combined will allow you to do a comprehensive assessment of the current state of your call center, including evaluating your performance metrics and your methods of agent motivation and retention. 2007 Call Center Best Practices Report Benchmarks in Call Center Operations 2007 Call Center Best Practices Report How to be a Great Call Center Manager Call Center Measurement Toolkit Motivating Call Center Agents Toolkit

Optimize Productivity Package - $1,133

Enable your agents to succeed in their job. With this package you will learn what motivates and inspires them to do their best work, how to give them necessary feedback on their individual performance, and how to accurately measure your call centers performance to identify areas for improvement. Motivating Call Center Agents Toolkit Call Center Quality Monitoring Toolkit Call Center Measurement Toolkit 2007 Call Center Best Practices Report Improving Call Center Business Processes

Call Center Management Package - $1,645

Maintaining a quality call center is not easy. These resources will help you to overcome problems and issues that arise to become a more efficient and productive call center. Motivating Call Center Agents Toolkit Controlling the Cost of Call Center Operations Toolkit Measurement Toolkit Quality Monitoring Toolkit 2007 Call Center Best Practices Report Benchmarks in Call Center Operations 2007 Call Center Best Practices Report How to be a Great Call Center Manager

Call Center Startup Package - $2,085

Whether you are starting a new call center or redesigning an existing call center, this combo gives you all the resources you need to be adequately prepared. Youll get detailed steps and best practices for establishing your own strategy and processes to maximize performance and productivity. Planning and Design Toolkit Motivating Agents Toolkit Measurement Toolkit Quality Monitoring Toolkit Training Toolkit 2007 Call Center Best Practices Report Benchmarks in Call Center Operations 2007 Call Center Best Practices Report How to be a Great Call Center Manager 2007 Call Center Best Practices Report Improving Call Center Business Processes

Complete Call Center Series - $2,490

Save 30% off the list price when you purchase the complete call center business performance series.

Motivating Agents Toolkit Controlling the Cost of Call Center Operations Toolkit Measurement Toolkit Quality Monitoring Toolkit Planning & Design Toolkit Training Toolkit Outsourcing Toolkit 2007 Call Center Best Practices Report Benchmarks in Call Center Operations 2007 Call Center Best Practices Report How to be a Great Call Center Manager 2007 Call Center Best Practices Report Improving Call Center Business Processes

Centerserve Call Center Leadership Series

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Choose one of four easy order options:
1. Order online at www.call-center.net 2. Call in your order to 970-669-6554 3. Fax your order to 970-669-7005 4. Mail your completed order form to: Centerserve, 1367 South Garfield Avenue, Loveland, CO 80537 Benchmarking Reports ____2007 Call Center Best Practices Benchmarks in Call Center Operations - $429 ____2007 Call Center Best Practices How to be a Great Call Center Manager - $399 ____2007 Call Center Best Practices Improving Call Center Business Process - $349 Management Toolkits ____Call Center Outsourcing Toolkit - $279 ____Call Center Measurement Toolkit - $289 ____Controlling the Cost of Call Center Operations - $299 ____Call Center Quality Monitoring Toolkit - $349 ____Call Center Training Toolkit - $349 ____Call Center Planning & Design Toolkit - $389 ____Motivating Call Center Agents Toolkit - $429 Business Performance Packages Save 20-25% off list price! ____2007 Best Practices in Operations and Management Package - $999
(includes Best Practices Operations, Manager and Business Processes)

____Call Center Measurement Package - $575

(includes Measurement Toolkit and Best Practices Operations))

____Managing Change in Quality Monitoring Package - $388

(includes Quality Monitoring Toolkit and Change Management Best Practices)

____Managing Change in Motivation Programs Package - $449

(includes Motivating Agents Toolkit and Change Management Best Practices)

____Call Center Evaluation Package - $1,160

(includes Measurement Toolkit, Motivating Agents Toolkit, Best Practices Manager and Best Practices Operations)

____Optimize Productivity Package - $1,133

(includes Motivating Agents Toolkit, Quality Monitoring Toolkit, Measurement Toolkit and Best Practices Business Processes)

____Call Center Management Package - $1,645

(includes Motivating Agents Toolkit, Cost Control Toolkit, Measurement Toolkit, Quality Monitoring Toolkit, Best Practices Manager and Best Practices Operations)

____Call Center Startup Package - $2,085

(includes Planning and Design Toolkit, Motivating Agents Toolkit, Toolkit, Training Toolkit and all three Best Practices Reports) Measurement

____Complete Call Center Series - $2,490 save 30%

(includes all three Best Practices Reports and all 7 Toolkits)

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