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

May 15, 2019 15 May'19
Effective customer surveys help contact centers drive CX

As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
May 14, 2019 14 May'19
CX initiatives driving contact center technology trends

Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
May 06, 2019 06 May'19
ICMI co-founder on contact center technology trends

Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
March 06, 2019 06 Mar'19
SurveyMonkey acquisition of Usabilla adds website feedback

SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers.

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Contact center management Get Started

Bring yourself up to speed with our introductory content

6 live chat benefits to consider in a CX strategy

Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
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
6 tips for driving adoption of self-service platforms

Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here. Continue Reading

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Evaluate Contact center management Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

Gaming company boosts call center employee engagement

Gaming company Electronic Arts boosts customer experience by using a design thinking strategy to improve the employee experience in call centers. Continue Reading
The pros and cons of customer service AI

AI is growing deep roots into cloud-based support services, but there remains a question of whether it can provide the empathy and understanding that brand loyalty requires. Continue Reading
AMAC prioritizes first call resolution for a better CX

AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience. Continue Reading

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Manage Contact center management

Learn to apply best practices and optimize your operations.

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
Call center tips to ensure successful agents

Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Continue Reading
GDPR call center compliance can be a sticky wicket

GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies. Continue Reading

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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.

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
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
5 ways to improve call center agent performance

Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack. Continue Reading

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