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

September 03, 2020 03 Sep'20
Emerging Genesys cloud strategy makes Amazon friend and foe

Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'
August 28, 2020 28 Aug'20
Twilio Flex deployed for COVID-19 contact-tracing agents

Tech teams supporting agents working remotely on COVID-19 surveillance efforts in several U.S. cities and the state of Illinois eschew traditional IT and opt for cloud platforms.
May 05, 2020 05 May'20
ServiceNow CSM navigates pandemic, partners with Adobe

ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
May 04, 2020 04 May'20
Customer service agents, chatbots dial up empathy in pandemic

AI virtual assistants can provide help for embattled customer service agents during the pandemic, but adapting them to changing customer needs and new business models isn't simple.

Contact center management Get Started

Bring yourself up to speed with our introductory content

Tips for call center crisis management amid coronavirus pandemic

Call centers can receive an influx of calls from customers during times of crisis, such as the COVID-19 pandemic. Here are some steps businesses can take handle the call volume. Continue Reading
Contact center workforce management keeps pace with consumers

Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. Continue Reading
Contact center AI opens new frontiers for customer engagements

Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading

Evaluate Contact center management Vendors & Products

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

Customer success vs. customer support: What's the difference?

Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different. Continue Reading
Evaluate call center outsourcing costs and benefits

Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks. Continue Reading
What to consider for a contact center remote working strategy

Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more. Continue Reading

Manage Contact center management

Learn to apply best practices and optimize your operations.

Knowledge bases benefit customer service, call center training

Knowledge bases provide call center agents with training documents and answers to frequently asked questions as they continue to work from home, handling high call volumes. Continue Reading
Average handling time calculation is critical to contact centers

Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department. Continue Reading
9 skills that call center agents need for success

Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands. 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.

How to calculate call center utilization rates

Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
6 tips for handling emergency calls in contact centers

Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations. Continue Reading
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