Call center manager 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.
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
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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
Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
As call centers modernize, they face serious challenges in terms of legacy application integration with new systems. Continue Reading
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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
How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading
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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
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Valuable Features: Multiple editions available and all cloud based • Improvements to My Organization: The entire organisation is now on...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
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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
Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. 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
Many factors contribute to customer experience. Continue Reading
When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most. Continue Reading