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.


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News:

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Expert Technical Advice:

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CRM Call center software Experts

Lori Bocklund, President, Strategic Contact, Inc.

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Video:

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Reference & Learning:

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  • Workforce management software product directory

    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 details.

  • FAQ: Making call center technology decisions

    FAQ - 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 different...

  • Speech analytics software product directory

    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.

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White Papers

  • Midmark Aims for Excellence with Efficient Products and Support Published by: LogMeIn, Inc. | 16 Sep 2009

    Case Study - Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.

  • Giving Nurses More Time to Care Published by: LogMeIn, Inc. | 16 Sep 2009

    Case Study - The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely.

  • The Leader in On-Demand Call Centers: Five9 Product Overview Published by: Five9 | 10 Sep 2009

    Product Overview - Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.

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Downloads:

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  • Building a business case for self-service

    Podcasts - 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.

  • Evaluating VoIP for your call center

    Podcasts - Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents.

  • Seven things you need to know about speech analytics

    Podcast - 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.

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Definitions:

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  • Workforce optimization (WFO) software 20 Jul 2009

    Word - 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.

  • off-peak 23 Jul 2007

    Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)

  • outbound call 23 Jul 2007

    Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)

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