The article at http://www.insidecrm.com/features/best-practices-call-center-080707/ lists the following 9 best practices:
- Know Your Goals
- Use the Appropriate CRM Solution
- Another Secret Weapon: VoIP
- Plan for Employee Churn
- Manage Your Work Force
- Transparency and Convenience in Customer Service
- Use Benchmarking
- Quality Assurance
- External Auditing
