Email Alerts
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New contact center metrics recommended to fit new customer channels
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature
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Social media channels and contact centers can play together
Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers. Feature
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Christian network answers prayers with new contact center software
Christian Broadcasting Network saw significant productivity gains after implementing new contact center software. Feature
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Team building boosts contact center agents’ performance
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie. Feature
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Contact center strives for strategic role in customer experience management
It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset. Feature
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Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Column
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Workforce management software product directory
The workforce management (WFM) software product directory contains basic information about WFM vendors and products in the WFM market. Listings include: Vendor information, product name and website, short and long product descriptions and pricing det... Product directory
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Call center interaction dos and don'ts
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do ... Special Report
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FAQ: Making call center technology decisions
We've compiled this list of the top FAQs on making call center technology decisions from our resident experts. This FAQ series was designed to help you get quick answers to some of the most common call center technology questions. Learn about differe... FAQ
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Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train... Special Report