Call center software 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 contact center managers to customize 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.
June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.
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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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Customer service initiatives come and go. Could customer experience analytics be here to stay? Continue Reading
It's been a long journey, but are companies finally ready to incorporate the customer experience into their internal processes? Continue Reading
Company investments in contact center agents, facilities and technology can be an enemy to profits. The virtual contact center model may defray some costs. 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: I’ve...Continue Reading
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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
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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
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Various technologies and strategies can help your contact center run more efficiently and enhance the customer experience. Continue Reading
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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