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Contact Center Management Resources

Contact Center definition: A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management ( CRM). -- A defintion.

Contact Center Agent Resources
Learn how to optimize contact center agent performance with these news articles, tips and tutorials on performance management and workforce optimization for customer service and contact center agents in this topic section.

Hosted Contact Center Resources
The hosted contact center trend is on the rise and this is the place to learn more about hosting a contact center and decide if it is the right choice for your organization. Find news help and research on hosted contact center vendors and technology, plus advice and best practices on how to host and contact center.

Contact Center Outsourcing and Offshore Contact Center Outsourcing Resources
When it comes to the contact center, outsourcing and offshore outsourcing options spark a heated debate. Find the latest contact center outsourcing news, expert advice, learning tools and more.

Contact Center Software Resources
Find contact center software news help and research in this topic section, including information on how to choose a contact center software vendor and best practices for using contact center software solultions.

Contact Center Speech Technology Resources
Advances in speech technology may allow the contact center to become a more integral part of a company's business strategy. Whether your organization is evaluating speech tools or you're already using them, you'll find valuable information on the technology here. This section includes tips on speech analytics and interactive voice response (IVR) to help you make the right decisions about speech technology in your organization.

VoIP Contact Center Resources
VoIP contact centers are the latest technology craze, and this is the place to learn more about VoIP (voice over IP) and decide if it is the right choice for your contact center. In this topic section, you'll find news on VoIP vendors, product information and advice on VoIP contact center strategies.

More Contact Center Management Resources

Contact centers hung up on quality metrics
ARTICLE - As the contact center evolves, so do the metrics that companies are using to determine whether their service and support staff is succeeding. Are you measuring the right things?

Personalizing the contact center
ARTICLE - Creating one-to-one relationships in the contact center requires careful attention to agent hiring, training and evaluation, say analysts, vendors and managers...

Contact centers: Goodbye costs, hello profits
OPINION - Within five to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience...

Hosting expands technology choices for contact centers
OPINION - The new generation of hosted offerings provides most of the systems and applications needed to operate and manage a world-class contact center, says Donna Fluss in her latest column. Learn more about hosted call center...

Speech, voice apps integrating into the contact center
ARTICLE - Contact centers are seeing more options than ever with RightNow adding new voice functionality and Autonomy bringing search to its speech analytics...

This was last published in May 2007

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