Call center agent News
September 01, 2015
With Dreamforce 2015 approaching, Salesforce is applying its new Lightning application to customer service, with the Service Cloud Lightning Console.
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.
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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 helps 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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Demographic-based call routing has refocused old techniques to provide the best customer journey. Continue Reading
WebRTC is open source code that could make a measurable difference in omnichannel customer experience. Continue Reading
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
Product ReviewsPowered by IT Central Station
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We reviewed Salesforce and MS Dynamics in November last year. Clearly we chose one provider over the other but I’ll save that information for...Continue Reading
With the Mobile Sales feature, we can create drafts in offline mode and sync it later when we are online, but mobile usage to other verticals could be improved.Powered by IT Central Station
Valuable Features: MS Dynamics CRM 2015 release has many exciting features. Following are a couple of my favorite features in this update. ...Continue Reading
Appexchange packages help to quickly hit requirements, but the reporting functionality is much more a query engine than a true reporting module.Powered by IT Central Station
Valuable Features: Quick go-to-market with a sales process Utilization of the "platform as a service" features of Salesforce Appexchange...Continue Reading
Manage Call center agent
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In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures. Continue Reading
Talent management software can help contact centers make more technology-driven decisions to better judge recruiting and agent retention practices. Continue Reading
As companies put customer experience at the forefront, it's never been more important to align customer service strategy with marketing tactics. Continue Reading
Problem Solve Call center agent Issues
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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