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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Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
Contact center management News
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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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February 11, 2019
11
Feb'19
Verint acquisition of ForeSee gives VOC software an upgrade
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
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May 29, 2018
29
May'18
Call center chatbots draw skepticism from leaders
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.
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December 07, 2016
07
Dec'16
Using call analysis, funeral service company digs up dead data
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.
Contact center management Get Started
Bring yourself up to speed with our introductory content
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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
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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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customer service and support
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
Evaluate Contact center management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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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
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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
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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
Manage Contact center management
Learn to apply best practices and optimize your operations.
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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
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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
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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
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.
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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
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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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How to calculate abandoned call rate for a contact center
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading