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Best practices for a contact center technology overhaul
With all of the contact center technology options available today, it can be challenging to make the best software choices for your organization. Tap into the expert advice in this e-book to choose contact center technology that will help you leverag... E-Book
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The executive’s guide to contact center technology planning
In this e-book, learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best te... E-Book
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Moving company unpacks new contact center software after acquisition
Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business. Feature
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Insurance firm uses call-routing software to reach Hispanic community
A lead generation company is using call-routing software to reach out to Spanish-speaking consumers seeking insurance. Feature
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Contact center technology helps children track Santa Claus' sleigh
NORAD continues Christmas Eve tradition by offering children a toll-free number to learn Santa Claus' whereabouts. 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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Mobile channels: The right and wrong way to reach busy customers
The increased use of mobile applications means contact centers must properly use mobile channels to connect with their customers, experts say. Feature
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Advanced technologies seen as aid to contact center agents
Contact center agents will get help with customer channels from advanced technologies, industry observers say. 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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Contact center performance management leads to happier customers
Consultant Donna Fluss explains why contact center monitoring is mission-critical, and provides information to help organizations get started. Feature
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Contact centers need an outside-in approach to technology, analyst says
A Forrester Research analyst recommends that contact center managers consider the customer's perspective when acquiring new technology. Feature
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Speech analytics software product directory
Get started evaluating speech analytics software with this product directory. You'll find on-premise and SaaS speech analytics technology from a variety of vendors in the speech analytics market. Product directory
- See more Essential Knowledge on Call center software
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Service identifies cell phone numbers of call center customers
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in. News | 05 Jun 2012
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Chatter growing louder, more call centers see value of social media
Attendees at the ACCE call center expo say they’re ready to engage customers through social media. News | 17 May 2012
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Health care reform catalyst for customer service improvements
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers. Column | 10 May 2012
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At-home call center agents promise savings, but reservations linger
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them. News | 17 Apr 2012
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At-home call center agent recounts joy, pain of virtual workplace
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness. News | 10 Apr 2012
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News | 29 Mar 2012
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Claims of customer focus mostly talk, report finds
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver. News | 07 Mar 2012
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Debating PCI DSS compliance in the contact center and the ‘police state’: Two perspectives
A contact center and a PCI security expert discuss PCI DSS’s stringent physical facility requirements and how contact centers can prepare for them in a two-part podcast. Podcast | 02 Mar 2012
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Virtual agents go from service to sales for antivirus software maker
Better technology and consumers eager to avoid phone calls are increasing the use of virtual agents for customer service, but one pioneer is adding them to online sales as well. News | 27 Feb 2012
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Mitel and VMware roll out integrated virtual desktop and phone
If your enterprise has a VMware-centric VDI initiative, why not pair it with Mitel's virtual softphone application and kill two birds with one stone? News | 21 Feb 2012
- See more News on Call center software
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Rules of Siebel call center implementation: Test, test ... and test
There are a variety of ways a Siebel call center implementation can go awry. Experts advise scheduling time for performance and functional testing before the "go live" date. Tip
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Siebel dominates call center, but not without help
Experts: Siebel owes call center success, in part, to other vendors. Tip
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KANA helps drugstore.com care for customers
Drugstore.com needed a way to quickly and efficiently route and respond to customer e-mails. Tip
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European mobile operators no longer sans SAN
SchlumberSema installs what could be the telecom industry's first customer care and billing operation with SAN technology. Tip
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MetLife calls on Apropos for CTI help
MetLife Investors relied on Apropos Technology's computer telephony technology to help them integrate their call centers. Tip
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Witness Systems delivers QA in the call center
CCH wanted to capture call conversations and how the desktops were interacting with those conversations Tip
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Reinforcing email inquiries with automatic replies
Tip
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I know my customers
Tip
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Make it hard for your customers to defect
Tip
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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. Answer
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How to implement an effective call center workforce management system
Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent ... Answer
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How long should I spend on the quality monitoring process for each call?
Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process. Ask the Expert
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How to calculate workforce management ROI and benefits for the call center
Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload. Ask the Expert
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Using click-to-call vs. click-to-chat software
Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience. Ask the Expert
- See more Expert Advice on Call center software
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Workforce management (WFM) software
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 pa... Definition
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workforce optimization (WFO) software
Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance. Definition
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Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. Definition
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abandoned call
An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued) Definition
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skill-based routing (SBR)
Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets. Definition
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do not call list
The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances. Definition
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call center
A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Definition
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voice recognition (speech recognition)
Voice or speech recognition is the ability of a machine or program to receive and interpret dictation, or to understand and carry out spoken commands. Definition
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knowledge base
In general, a knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject, and whatis. Definition
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contact center
A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. Definition
- See more Definitions on Call center software
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Experts demystify the complexity of PCI compliance in the contact center
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center. Podcast
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Best (and worst) practices for speech analytics in the contact center
Wondering what some best and worst practices are for using speech analytics in the call center? Our resident expert Lori Bocklund explains the dos and don'ts behind the technology. Podcast
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Voices of CRM: Building a business case for self-service
While some of self-service technology's benefits are obvious, some executives still need to be convinced of the ROI. The SSPA's John Ragsdale explains how in this podcast. Podcast
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Building a business case for self-service
Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed. Podcasts
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Seven things you need to know about speech analytics
Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers. Podcast
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Moving company unpacks new contact center software after acquisition
Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business. Feature
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Insurance firm uses call-routing software to reach Hispanic community
A lead generation company is using call-routing software to reach out to Spanish-speaking consumers seeking insurance. Feature
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Contact center technology helps children track Santa Claus' sleigh
NORAD continues Christmas Eve tradition by offering children a toll-free number to learn Santa Claus' whereabouts. 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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Mobile channels: The right and wrong way to reach busy customers
The increased use of mobile applications means contact centers must properly use mobile channels to connect with their customers, experts say. Feature
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Advanced technologies seen as aid to contact center agents
Contact center agents will get help with customer channels from advanced technologies, industry observers say. 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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Contact center performance management leads to happier customers
Consultant Donna Fluss explains why contact center monitoring is mission-critical, and provides information to help organizations get started. Feature
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Contact centers need an outside-in approach to technology, analyst says
A Forrester Research analyst recommends that contact center managers consider the customer's perspective when acquiring new technology. Feature
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Service identifies cell phone numbers of call center customers
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in. News
- See more All on Call center software
About Call center software
Find call center software resources in this topic section, including information on evaluating vendors and best practices for using call center technology. Read definitions for various call center software options and learn about specific technology like workforce optimization (WFO) including workforce management (WFM), performance management (PM) for the call center and quality monitoring or quality management (QM). Research interactive voice response (IVR), Voice over Internet Protocol (VoIP) call center tools, self-service technology, speech analytics and speech recognition technology. Learn about technology for remote call center agents and call recording tools for tracking agent performance. Discover how forward-thinking call centers are using customer survey or feedback tools and how some are incorporating Web 2.0 tools. Find best practices for using call center technology to design a call center quality assurance (QA) program and how to measure call center performance. Research the top call center software companies and find call center software news, expert advice and learning tools to help maximize the efficiency of your call center tools.