Contact Center

Contact center trends for 2016

The new year is off to a fast start. Here are some of the trends that call centers will want to look at in 2016.

The new year is off to a fast start. Here are some of the trends that call centers will want to look at in 2016.

3 tips for conducting call center satisfaction surveys

Customer satisfaction surveys are one of the best ways to get real data about customer satisfaction from the customer's own words.

Customer satisfaction surveys are one of the best ways to get real data about customer satisfaction from the customer's own words.

4 tips for reducing call abandonment

By making wait times as easy on the caller as possible, call centers can handle more customers better.

By making wait times as easy on the caller as possible, call centers can handle more customers better.

Customization, ongoing effort needed for top-rate real-time reporting

Customization, ongoing effort needed for top-rate real-time reporting

Two of the most important criteria to keep in mind when choosing a real-time performance reporting system are the ability to customize the solutions and commitment from both the vendor and the company itself to put forth a concentrated effort to maximize value and performance after deployment

Future of contact centers will make performance tracking essential

Future of contact centers will make performance tracking essential

Business leaders will need to embrace new tools and strategies to maximize their efficiency and effectiveness in future contact centers. 

Call center changing condition alerts - a step by step plan to keep your customers happy [infographic]

The ability to respond to challenges in the call center is one that sets winning customer service teams apart from the rest. When managers can smoothly navigate these problems in real time, they reach an unmatched level of performance that becomes a major differentiator.