Call center software News
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.
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.
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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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Weigh the pros and cons of technologies, products and projects you are considering.
How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Multichannel customer service now encompasses mediums like video and live chat. But these forums have their own requirements to be effective. Continue Reading
Product ReviewsPowered by IT Central Station
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Valuable Features: Multiple editions available and all cloud based • Improvements to My Organization: The entire organisation is now on the...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 platform...Continue Reading
Simple, intuitive, user friendly software with certain challenges in digitizing complex business processes around CRMPowered by IT Central Station
Valuable Features: Chatter, Mobile Platform along with Mobile Push, Salesforce synchronization for MS Outlook, simple & smart analytic...Continue Reading
Manage Call center software
Learn to apply best practices and optimize your operations.
Various technologies and strategies can help your contact center run more efficiently and enhance the customer experience. Continue Reading
Companies can use online self-service tools to ease the burden on contact center agents. But phone calls are still critical to multichannel service. Continue Reading
This essential guide examines outsourcing contact center operations, focusing on aspects such as customer experience, security and performance. Continue Reading
Problem Solve Call center software Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
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