Call center manager News
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.
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.
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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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How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Companies can use online self-service tools to ease the burden on contact center agents. But phone calls are still critical to multichannel service. 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 the...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
Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRMPowered by IT Central Station
Valuable Features: Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple & smart analytic...Continue Reading
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Becoming a CIO requires technologists to take on high-profile projects and speak in business terms. A CIO outlines five rules for climbing the IT ladder. Continue Reading
Many factors contribute to customer experience. Continue Reading
Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the ... 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
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