Call center manager News
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.
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.
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Helping customers help themselves through self-service can reduce costs, but your self-service strategy should include monitoring and supporting internal operations, expert Scott Sachs advises. Continue Reading
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
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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
The virtual contact center has become increasingly compelling. Why? Continue Reading
Demographic-based call routing has refocused old techniques to provide the best customer journey. Continue Reading
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An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools. Continue Reading
Contact centers focused heavily on key performance indicators may improve only short-term results, an expert cautions. Find out how a knowledge management system can help. Continue Reading
Consumers are using mobile devices to shake up customer service. Expert Scott Sachs explains how and offers advice for how to transition to support mobile CRM. Continue Reading
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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
Some contact center agent training systems miss the mark. When choosing technology, managers must be in tune with the frontline's needs. Continue Reading