Call center software News
July 01, 2015
Service for Apps allows Salesforce Service Cloud users to embed live agent support and a knowledge base within their applications and other CRM news.
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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Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading
In this FAQ, learn more about recent trends in workforce management software and what that means for your business. Continue Reading
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are ... Continue Reading
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For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development. Continue Reading
Companies must be consistent with aligning their service offerings and strive for a high-quality customer experience regardless of channel. Continue Reading
Customer service initiatives come and go. Could customer experience analytics be here to stay? Continue Reading
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The free customer service isn’t so useful, but that is mitigated by the huge number of consultants, YouTube videos, and KB articles.Powered by IT Central Station
Valuable Features: Open API Big ecosystem of applications, knowledge, and training Flexibility • Improvements to My Organization: ...Continue Reading
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Valuable Features: Multiple editions available and all cloud based • Improvements to My Organization: The entire organisation is...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...Continue Reading
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Effective social media customer service requires companies to make some key decisions on staffing and division of labor. Continue Reading
Workforce management software can help contact centers run more efficiently, but it's not a panacea for cost savings. Continue Reading
A contact center manager shares guidelines of how fellow leaders can get the most out of their agents when inheriting or 'rebooting' a center. Continue Reading
Problem Solve Call center software Issues
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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
How do you crack the contact center productivity code? Expert Donna Fluss explains why workforce management applications are more important than ever. Continue Reading
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Continue Reading