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
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March 26, 2020
26
Mar'20
Kansas City Royals spin up cloud contact center
The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.
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March 24, 2020
24
Mar'20
Zendesk Relater primes customers for remote call center work
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
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March 04, 2020
04
Mar'20
Zendesk Sunshine CRM, social media upgrades released
Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
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October 10, 2019
10
Oct'19
Calabrio rolls out contact center self-scheduling technology
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
Contact center management Get Started
Bring yourself up to speed with our introductory content
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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
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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
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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.
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The contact center of the future is here
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
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How can you best use contact center AI?
While AI is still an evolving technology, agent assist benefits contact center employees by improving agent efficiency improve the overall customer experience. Continue Reading
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Nectar launches Customer Experience Assurance platform
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner. Continue Reading
Manage Contact center management
Learn to apply best practices and optimize your operations.
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Tips for creating remote call center programs amid COVID-19 pandemic
To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
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Businesses move toward UC and contact center integration
Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
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4 contact center trends that drive customer experience
Modern contact centers are making a variety of improvements, such as incorporating AI and chatbots. Learn about four contact center trends that are poised to improve CX. 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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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
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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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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