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Call center manager News
November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
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A call center agent is a person who handles incoming or outgoing customer calls for a business. Continue Reading
A call center is a centralized department to which phone calls from current and potential customers are directed. Continue Reading
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
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Weigh the pros and cons of technologies, products and projects you are considering.
Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option. Continue Reading
There are contact center automation tools that effectively create positive customer interactions and benefit contact center agents, but they can also produce challenges. Continue Reading
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
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With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations. Continue Reading
The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more. Continue Reading
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Continue Reading
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Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading