Call center manager 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
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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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
Customer service initiatives come and go. Could customer experience analytics be here to stay? 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
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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
For contact center KPIs to have meaning and bring success, companies need greater visibility into what these metrics are measuring. Continue Reading
Talent management software can help contact centers make more technology-driven decisions to better judge recruiting and agent retention practices. 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
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
Many factors contribute to customer experience. Continue Reading