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Contact center management News
March 06, 2019
SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers.
February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
May 29, 2018
Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
December 07, 2016
With insight from its phone call leads, Arbor Memorial was able to find out that calls accounted for 1.5 times more sales than online-based leads.
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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
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
Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ... Continue Reading
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Gaming company Electronic Arts boosts customer experience by using a design thinking strategy to improve the employee experience in call centers. Continue Reading
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 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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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
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 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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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
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
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading