Keyword traffic helps to understand reader interests

Much of our traffic to this blog is from customers and partners, looking for company and product updates. We also serve a number of readers from the wide-ranging call center industries. In order to serve them better, every now and then I'll examine our recent keyword traffic to see what web users are searching for...what brought them to our blog? Can I develop content to speak to their specific searches?

First thing I'll do is categorize the phrases.

Call Recording:
"why record contact center"
"call center call recording"
"benefits of call monitoring system"
"call center recording blog"

Screen Capture:
"call center agent screen"
"benefit of recording screening"
"call recording with screens"

Customer Service:
"Customer Service Call Center Industry"
"Great customer service stories about health benefits"
"CSI marketing customer service"

Agent Performance:
"call center agent quote"
"quotes for call center agents"
"Virtual customer service agent"
"employee phone performance call center"

Questions:
"How do companies use SMDR?"
"why is a call center important?"
"what is another name for the call center?"
"what makes a good call center agent?"
"how to create call center training material?"

Tips:
"questions call center tips"
"tips for call center agents"
"tips for call center solution"
"Call Center Agent Tips and Techniques"

News:
"call center news"

Motivation:
"motivational quotes customer sales"
"5 most motivational quotes"
"call center motivational stories"
"call center motivational speech"
"motivation quotes of call centers"
"call center motivation"
"inspirational speech for call center"

Phone system references:
"asterisk queue call volume allocation percentage"
"cisco ipcc express call recording DNIS"
"shoretel compatability ip phones"

Related technology:
"SMDR business that use"
"call center operations VOIP solutions"
"benefit of cti"
"CTI triggers"

Companies mentioned:
"applications for costco call center jobs in yakima washington"
"harry and david supervisor eugene call center"
"sitel call center erwin"
"costco call center yakima"
"LinkedIn connecticare"
"harry & david"
"verizon call center wireless"
"harry and david hebron ohio phone number"
"call center costco"

Reader is most likely coming from the UK:
"how to speak correctly on phone in a call centre"
"recording tips for call centres"
"call centre standard reports"
"the effect of call centre management in telecommunication in industry"
"call center projects in uk"
"call centre training and development blog"

International:
"Philippine call center blog"
"call center philippines blog"

Keyword searches simply related to our website address:
"call center customer service stories"
"call centre stories"
"call center true stories"
"call center story"
"call monitoring stories"
"call center blogs"
"life in a call center blog"
"call center stories"
"call center management blog"
"call center blog"
"call center jobs good stories"
"call center stories christmas 2007"
"call center technology blogs"

Virtual Observer Tips: Dynamic User Layouts

Do you ever want to change the layout of your screen area during playback of calls?

With Virtual Observer's (VO) dynamic views, you can eliminate data windows, resize certain components, and save your current layout as a different or preferred layout.

The next time you go to use VO, the screen will appear as you saved it the last time.

If you need to bring back a screen element you had previously removed, don't worry, it is always available from the drop down menus.

Every VO user can thus have their own unique preferred user interface.

More call center news sources

Occasionally, I try to take inventory of all of the various call center news portals, blogs and news sites which I have managed by Google Reader (a great tool for reading RSS feeds), and remove the ones whom I never read.

Here are some of the newer ones I've found which I'll be evaluating. If they provide interest, I'll then add them to Google Reader. If you've read them, let me know what you think by commenting below. Also, comment with other recommendations:

T1 Rex’s Business Telecom Explainer Blog

Call Center and Call Center Outsourcing Information and News

Light Reading: Networking the Telecom Industry

Total Telecom

New York Times Bits

Telecommunications Magazine