CRM / Call Center Topics:
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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How to implement an effective call center workforce management system
Answer - 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...
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How long should I spend on the quality monitoring process for each call?
Ask the Expert - 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.
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How to calculate workforce management ROI and benefits for the call center
Ask the Expert - 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.
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Questions to ask when analyzing call center talk time
Ask the Expert - The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents.
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Using click-to-call vs. click-to-chat software
Ask the Expert - 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.
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Tips for managing and improving a small call center
Tip - We've compiled this list of tips for small call centers looking to manage and improve call center performance. Get tips from the experts on everything from building a new call center to evaluating small call center software.
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How to conduct successful IVR surveys
Ask the Expert - Find tips for getting customers to take IVR surveys and learn the pros and cons of written surveys, outbound call surveys and SMS surveys in this Q&A.
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Overview of open source call center software
Ask the Expert - Get an overview of open source call center software and learn about open source software vendors and open source telephony systems on the market.
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How can we leverage data from our predictive analytics software?
Ask the Expert - Get tips for leveraging data from predictive analytics software in this expert response. Learn how call center agents can utilize customer data.
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What custom WFM reports should we have developed for our new system?
Ask the Expert - Learn what WFM reports are most important in a workforce management system. Key call center reports will measure shrinkage, talk time and more.
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