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
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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.
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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.
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May 04, 2021
04
May'21
Pegasystems enhances customer service, CX workflows
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.
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April 21, 2021
21
Apr'21
Salesforce Service Cloud to add features, partners
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.
Contact center management Get Started
Bring yourself up to speed with our introductory content
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How to train contact center agents remotely
As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started. Continue Reading
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Best practices for call center agent training programs
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
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6 steps to create a contact center RFP
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
Evaluate Contact center management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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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
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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
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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.
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Top 7 call center agent performance metrics to track
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
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4 tips for effectively handling emails in a call center
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
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8 customer service metrics to measure call center success
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
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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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
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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
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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