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Call center software News
June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.
June 05, 2012
A new offering from WhitePages Pro allows call centers to identify cell phone numbers when customers call in.
May 17, 2012
Attendees at the ACCE call center expo say they’re ready to engage customers through social media.
May 10, 2012
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.
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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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Our experts analyze customer service trends and strategies that companies of all sizes can use to amplify the customer experience. Continue Reading
Community forums give customers a powerful venue to offer companies insight on products and services. 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
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In an era driven by a more demanding customer base, companies have used social and CEM technologies to raise the game on customer service. Continue Reading
Consultant Donna Fluss explains why contact center monitoring is mission-critical, and provides information to help organizations get started. Continue Reading
Donna Fluss explains how a big shift in WFM applications can help solve new contact center challenges. Continue Reading
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In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Continue Reading
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Continue Reading
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Continue Reading