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 contact center managers to customize 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.
Call center agent Get Started
Bring yourself up to speed with our introductory content
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
Evaluate Call center agent Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Customer service initiatives come and go. Could customer experience analytics be here to stay? Continue Reading
Company investments in contact center agents, facilities and technology can be an enemy to profits. The virtual contact center model may defray some costs. Continue Reading
Customers get frustrated when they're forced to repeat information to contact center agents or are sent to the wrong department. And that's not just on the phone anymore. Customers use any number of communication channels to reach out to companies -... Continue Reading
Product ReviewsPowered by IT Central Station
The free customer service isn’t so useful, but that is mitigated by the huge number of consultants, YouTube videos, and KB articles.Powered by IT Central Station
Valuable Features: Open API Big ecosystem of applications, knowledge, and training Flexibility • Improvements to My Organization: I’ve...Continue Reading
Powered by IT Central Station
Valuable Features: Multiple editions available and all cloud based • Improvements to My Organization: The entire organisation is now on the...Continue Reading
Could add more options to customize the user interface but has sped up development and delivery within the organization.Powered by IT Central Station
Valuable Features: The ability to customize many things, from the UI to the business logic, and the fact that the solution uses a cloud platform...Continue Reading
Manage Call center agent
Learn to apply best practices and optimize your operations.
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
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Multichannel customer service now encompasses mediums like video and live chat. But these forums have their own requirements to be effective. Continue Reading
Problem Solve Call center agent Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center. Continue Reading