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VirtualLogger which sells recording, quality monitoring and related services using a SaaS (News - Alert) model, has graciously agreed to provide you with ten resolutions your call center can keep in 2011:

Empower your agents. One of the best ways to enhance your quality monitoring is to give your agents access to their own calls. This can be as controlled as you like, from giving them access only to calls they're scored on, to allowing them access to any call they make.

Increase security. If it's not on your list of resolutions for 2011, it needs to be.

Enhance dispute resolution and protect against legal liability. Contact centers who record a large percentage of their calls soon find that having a recording can be really helpful, whether it's in settling a dispute with a customer, documenting personnel actions with agents or protecting against lawsuits or regulatory actions.

Know how your customers feel. The best measure of your center's performance is how the customer responds. For many centers, the best way to determine that is to ask the customer right after the call.

Improve your coaching capability. To get agents up to speed quickly on new processes, procedures, scripts, etc., give them easy access to online training tools.

Protect your capital. It's always important, but especially in 2011, cash will be king and you'll want to guard yours jealously.

Maintain positive cash flow. To insure that the cash coming in is greater than cash going out, use a service provider with a “pay as you go” pricing model.

Avoid downside risk. Even with a monthly payment structure, if your payments are a fixed amount each month (for example, with a lease or loan arrangement), you run the risk of losing business you're counting on to make those payments.

Make more money. VirtualLogger (News - Alert) offers a guaranteed return on investment that insures that clients improve their business.