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Nine must-have skills for call center agents

Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center.

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What to include in call abandonment rates

Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates.

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AI in CRM scores big with sales and marketing leads

It could take a lot of programming and maintenance to tailor a CRM system to a B2B or B2C company's market, customer base and seasonal swings. New CRM AI options are changing all that.


The who, what and how of predictive scoring

Adding artificial intelligence to lead scoring can help companies increase sales by better prioritizing customers and aligning sales messaging and resources with clients.

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CRM / Call Center Basics

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    contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.

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    virtual assistant (AI assistant)

    A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user.

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    call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

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