New & Notable
Contact center management News
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 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.
November 10, 2020
Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
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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
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
Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
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Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage. Continue Reading
Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different. Continue Reading
Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks. Continue Reading
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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
Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout. 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