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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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
WebRTC is open source code that could make a measurable difference in omnichannel customer experience. 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
As more consumers utilize social media customer service options, organizations are finding it's important to create strategies to handle company responses. Continue Reading
Contact centers were historically viewed as cost centers rather than locus points for enhancing customer experience. 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
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