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call center management: best practices, tips, and strategies
Sponsored by:
Dialpad
Published By:
Research Desk
Released:
Sep 15, 2021
Truly effective call center management is much more than just scheduling and watching other people work, it’s a multifaceted sometimes stressful management role that includes motivating teams to suc...
Read more
most important call center trends of 2021
Sponsored by:
Dialpad
Published By:
Research Desk
Released:
Sep 15, 2021
Call centers were once rooms crammed with desks and agents on headsets. Today, they have evolved into advanced communications hubs where agents can interact with customers and with each other in nu...
Read more
leveraging contact center analytics
Sponsored by:
Dialpad
Published By:
Research Desk
Released:
Sep 15, 2021
Are your customers getting frustrated by inaccurate wait times? Are callers to your contact center resolving their issues on the first call? The good news is that analytics can help. With the right...
Read more
shaping the contact center’s future in an unpredictable world
Sponsored by:
Replicant
Published By:
Research Desk
Released:
May 12, 2021
Change is the only constant as we enter 2021. Unpredictability has become the contact center’s biggest challenge, yet greatest constant. In this Guide, we look at how the lessons learned will ...
Read more
transform your contact center with analytics- enabled quality management
Sponsored by:
NICE
Published By:
Research Desk
Released:
May 03, 2021
Quality management (QM) is an essential application and process in contact centers. Its fundamental purpose is to ensure that agents adhere to internal policies and procedures, but it does so much mor...
Read more
the buyers’ guide for customer service software
Sponsored by:
Freshworks
Published By:
Research Desk
Released:
Nov 13, 2020
Freshworks’ Buyers’ Guide for Customer Service Software defines the key principles behind the software purchase decision, addressing the needs of each stakeholder involved. Key areas of focus i...
Read more
building a recession-proof contact center
Sponsored by:
Freshworks
Published By:
Research Desk
Released:
Nov 13, 2020
Don’t wait for mandatory budget cuts to optimize your customer service operations. Learn how to enhance flexibility, spend wisely, and keep customer connections strong. Be the voice of reason in you...
Read more
10 best practices for contact center work from home (wfh)
Sponsored by:
NICE
Published By:
Research Desk
Released:
May 12, 2020
We live in a world where the only constant is change. This is particularly true for Customer Services practices related to Contact Centers. With the recent mass transition of agents to work from home ...
Read more
the collaborative contact center
Sponsored by:
RingCentral
Published By:
Research Desk
Released:
Apr 08, 2020
It’s estimated that businesses today collectively lose $62 billion per year due to poor customer service. So what factors account for this massive annual revenue loss? • High agent turnover rates...
Read more
contact center 2.0: tomorrow’s solutions for today’s customers
Sponsored by:
RingCentral
Published By:
Research Desk
Released:
Apr 08, 2020
It’s difficult to find consumers who thoroughly enjoy today’s contact center experience. No one is thrilled with the automated attendant greeting, an unintelligent voice system, or the incredibly ...
Read more
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