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Call center manager News
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.
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.
May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
May 21, 2012
CIAC certification now includes testing on the use of social media in call centers.
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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
What metrics should you use to measure the quality of multichannel customer service? This tip by Denis Pombriant explores multichannel CRM metrics. Continue Reading
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When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most. Continue Reading
As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading
An emotions analytics vendor says it can diagnose human emotions and identify a speaker's complex emotional state in settings like call centers. Continue Reading
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In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service. Continue Reading
Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service? Continue Reading
Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have accepted this rule, drilling down on customer experience management strategies designed to deal ... Continue Reading
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Employee social networks: Improving collaboration and solving problems together? Or a giant waste of time? Read how one call center made it work. Continue Reading
For CRM metrics to be meaningful and work for different business units, resist the impulse to over-measure. Justin Robbins explains why. Continue Reading
How do you crack the contact center productivity code? Expert Donna Fluss explains why workforce management applications are more important than ever. Continue Reading