Contact center management
Contact center management puts the customer at the center of every decision. Measuring time-to-answer, hold times and response quality are all key metrics, as are customer satisfaction and retention.
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Contact center management News
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October 10, 2019
10
Oct'19
Calabrio rolls out contact center self-scheduling technology
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
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October 07, 2019
07
Oct'19
Apple contact center chat adds rich media, improved UX
The latest iOS update streamlines access for Apple Business Chat from any clickable phone number. Learn why business messaging is gaining popularity in the contact center space.
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September 16, 2019
16
Sep'19
Nectar launches Customer Experience Assurance platform
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner.
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August 06, 2019
06
Aug'19
Twilio Conversations, SendGrid Ads broaden cloud CX platform
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
Contact center management Get Started
Bring yourself up to speed with our introductory content
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The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
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Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
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Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
Evaluate Contact center management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
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Customers stay connected with Talkdesk 100% uptime SLA
Talkdesk customer Cognosante sees 50% cost savings after switching to the vendor's contact center software and, so far, has seen no interruptions in service. Continue Reading
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3 call routing methods to consider in your contact center
Contact center call routing methods include next-available agent, skill-based and predictive; however, each strategy has pros and cons. Learn what is best for your business. Continue Reading
Manage Contact center management
Learn to apply best practices and optimize your operations.
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Contact center agent experience needs massive overhaul
Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover. Continue Reading
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Benefits of migrating customer experience apps to the cloud
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading
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Customer success tools pave the way for business advancement
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty. Continue Reading
Problem Solve Contact center management Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
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Liferay digital experience platform helps company improve CX
Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Continue Reading
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3 call center improvement strategies that boost efficiency
Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading