Call center agent News
May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
April 08, 2015
Bouquet Training, a module in the Bouquet CDM platform, enables managers to customize contact center agent training courses based on customer feedback.
March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
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Call centers have evolved to address customers' multichannel needs. Agents' skills need to diversify to meet new service demands. Continue Reading
The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series will help organizations navigate knotty ... Continue Reading
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
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For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development. Continue Reading
Companies must be consistent with aligning their service offerings and strive for a high-quality customer experience regardless of channel. Continue Reading
Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings? Continue Reading
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Effective social media customer service requires companies to make some key decisions on staffing and division of labor. Continue Reading
Workforce management software can help contact centers run more efficiently, but it's not a panacea for cost savings. Continue Reading
A contact center manager shares guidelines of how fellow leaders can get the most out of their agents when inheriting or 'rebooting' a center. Continue Reading
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Some contact center agent training systems miss the mark. When choosing technology, managers must be in tune with the frontline's needs. Continue Reading
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading