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.
New & Notable
Contact center management News
-
December 29, 2021
29
Dec'21
How bad writing, templates and chatbots kill customer service
Leslie O'Flahavan, a writing coach specializing in contact center communications, discusses how humans, AI and bots can work together to provide good customer service.
-
December 03, 2021
03
Dec'21
Amazon Connect adds quick bot setup, call summarization
AWS' Amazon Connect CCaaS offering comes into sharper focus with new features for contact center managers, agents and data scientists setting up bots.
-
October 02, 2021
02
Oct'21
Contact center agents' post-pandemic future
The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.
-
September 09, 2021
09
Sep'21
IBM Watson Assistant tools aim to speed contact center CX
IBM has released new AI capabilities to speed virtual agents and automate more contact center tasks. The vendor also formed a partnership with contact center vendor IntelePeer.
Contact center management Get Started
Bring yourself up to speed with our introductory content
-
10 customer service best practices to follow
As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
-
What are the different types of contact centers?
Choosing the right type of contact center depends on understanding the options available and the needs of the organization. Continue Reading
-
customer service and support
Customer service is the support that organizations offer to customers before and after purchasing a product or service. Continue Reading
Evaluate Contact center management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
-
Benefits of moving to a cloud contact center
Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition. Continue Reading
-
Top 10 contact center platforms of 2021
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
-
15 essential contact center software features
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
Manage Contact center management
Learn to apply best practices and optimize your operations.
-
Call center security best practices to protect customer data
If customers know an organization can keep their data safe, they have more positive experiences. These best practices can help establish trust and keep data safe in call centers. Continue Reading
-
How to train agents on call center fraud detection
Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies. Continue Reading
-
The future of customer service: 12 trends to watch
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. 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.
-
8 ways to improve call center agent performance
Side-by-side evaluations, reinforcement, training resources and coaching can help call center agents improve their performance and catch up to the pack. Continue Reading
-
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