3 Little Known Facts about the Cloud

Utilizing the cloud to integrate company-wide data has been one of the major trends in contact center management in recent history. With benefits including automatic data updates and accessibility from all devices, there are a large number of reasons that a contact center chooses to adopt the cloud as part of its normal business practices. […]

Must-Haves When Buying a Workforce Management Solution

Workforce management is a software solution that can benefit nearly every type of company. As a tool that streamlines a variety of business processes, it is versatile and boasts a large number of benefits. Designed to work across all facets of an organization, it can provide detailed forecasting for scheduling accuracy, design balanced work patterns […]

Beyond Managing Agent Performance: Big Data’s Bigger Picture

When it comes to managing data, call center managers experience many of the challenges that other professionals do: data overload. In a recent survey of 542 call center professionals, WhitePages reported that less than 60% of call centers are able to pass on actionable data about customer satisfaction to agents. The result, according to the […]

Solve Your Problems Faster Now: Why You Need to Institute a Think Tank

Managing a contact center is all about problem solving. You are presented every day with issues from corporate you need to address, personnel issues that require coaching, and logistics conundrums that must be fixed. It can seem as though the problems never end, and there is little help in sight. Unless you have your own […]

Verint SMC: Situation Management Just Got Easier

The reality facing today’s public safety and security communities is that the technological infrastructure supporting situation management is often complex and inefficient. Employing a mixture of systems, these elements are often based on proprietary platforms that make it difficult to unify emergency communication. Imagine having one interface that takes relevant data from all of your […]

Are You the Best? Two Qualities that Every Great Contact Center Manager Must Possess

Managing a busy contact center is never easy. You have so many demands on your time and attention – analytics, goals, and measurements on top of scheduling, personnel, and training. It’s a herculean job on the best of days. But two distinct priorities separate the good managers from the best. In fact, working on these […]

5 Steps to Success with Your Think Tank

There are few tools so valuable to a contact center manager as the Think Tank. By coordinating the top performers to team up and solve management, employee, queue, and customer problems, the manager strengthens morale while meeting his most important goals. In short, the Think Tank is the contact center’s secret weapon. Top performers, too, […]

Contact Center Marketing Can Boost Sales

Although contact centers began as a means of addressing customer comments and complaints, innovations in enterprise software have made contact center marketing a reality in today’s business world. Because contact centers focus on direct communication with consumers, they are able to supply CMOs with vital information that can improve marketing efforts. A Vital Point of Consumer Contact Contact […]

Can We Really Trust Our Representatives? Overcoming a Contact Center Manager’s Deepest Fears, part 2

Every day, contact center managers work to ensure high call quality. So what the associates say on the other end of the line can be a real source of stress. Will they maintain a high level of professionalism and customer satisfaction? The most important part of supporting a contact center staff is the daily […]

Can We Really Trust Our Representatives? Overcoming a Contact Center Manager’s Deepest Fears, part 1

It keeps you awake at night and nags you every day – what are your representatives really saying on the other end of the line? Could they be giving misinformation? Might they anger customers? Will they fail to pass a problem call up to a leader, instead lying to a customer that “I am the […]