New & Notable
Contact center management News
May 04, 2021
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response.
April 21, 2021
Salesforce will announce partnerships this fall to connect new telephony providers to Service Cloud as contact centers reconfigure their teams for post-COVID-19 work.
March 11, 2021
ServiceNow telecom and financial services users targeted for growth as the company expands customer service offering in Quebec, its latest platform release.
December 02, 2020
Salesforce adds AI-powered features to enable contact center workforce management and agent staffing models for call volume, as well as email and messaging channels.
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Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles. Continue Reading
As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result. Continue Reading
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider. Continue Reading
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Weigh the pros and cons of technologies, products and projects you are considering.
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
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
On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Continue Reading
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To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies. Continue Reading
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. Continue Reading
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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
Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
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