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Call center manager News
November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
September 01, 2015
With Dreamforce 2015 approaching, Salesforce is applying its new Lightning application to customer service, with the Service Cloud Lightning Console.
Call center manager Get Started
Bring yourself up to speed with our introductory content
Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
Evaluate Call center manager Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
There are contact center automation tools that effectively create positive customer interactions and benefit contact center agents, but they can also produce challenges. Continue Reading
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
Manage Call center manager
Learn to apply best practices and optimize your operations.
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
Organizations can benefit greatly from applying predictive analytics to contact center data. Here's a look at four areas ripe for upgrades in those workflows. Continue Reading
If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
Problem Solve Call center manager Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading
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