Audiolog for Contact Centers: Record, Evaluate, Grow

Audiolog is a powerful software solution that grants contact centers the ability to go beyond regular audio recording capabilities. Powered by Verint Systems, Inc., the software enables calls, texts, emails and web chats to be recorded off multiple sources. With advanced optional features, AudioLog helps businesses record, evaluate and grow faster than ever before. Cost-Effective […]

The 3 Traits All Call Center Employees Should Have

Skills that will help your employees provide the best customer service possible Working in a contact center can sometimes be a stressful job. Customers are generally calling because they have a problem, not because they would like to say hello. Dealing with these problems in a calm and effective manner is the heart of any […]

Dispatch Software Solutions For Public Safety Organizations

When communication is a matter of life and death, and response time the best means of ensuring a happy outcome for crisis situations, the system that connects people needs to be fast, sharp, and accurate. The evolving nature of modern telecommunications means that existing systems can expect a burden of upgrades as new technology emerges. […]

A Fresh Look At Call Center Workforce Management Part II

Call center staff are the make-or-break component to any call center. Last time we looked at three ways to reexamine and reinvigorate call center workforce management. Here are three other ways to improve your call center’s performance. 1. Make Action A Priority. The relationship between staff and management is dynamic and reciprocal. If efforts are […]

A Fresh Look At Call Center Workforce Management Part I

In most call centers, over two-thirds of operating costs are directed to personnel. As the largest single investment of your call center, staffing and scheduling efficiencies are paramount to securing a healthy bottom line. Call center workforce management is a complex process. Optimizing frontline staff’s performance while reducing costs is an ongoing concern, one of […]

Staff Training with Workforce Management Software

Call Center Management Is A Whole With Parts Call center management is a blend of key elements that must all be in place and operational if your contact center is to be successful. Skillful team members require support by effective resources that are available when needed, employed in response to an accurately forecasted work load. […]

Call Center Software Can Improve Customer Service

Customer service is vital to keeping your business strong and agile. But for call centers, ensuring the highest levels of customer service can be a challenge. The modes of communication call centers utilize in interacting with a customer base can distort the tone of a message. Being alert to ways telephone and chat communication can […]

4 Ways To Bring Your Call Center To The Cutting Edge

Optimizing your call center’s performance can sometimes seem like chasing a dream. Divergent performance paths among teams and the daily difficulties of scheduling and customer service management can make prioritizing and effecting action difficult. But there are ways to help integrate performance management, team training, and customer service into a streamlined, smoothly functioning unity. By […]

Keeping Contact Centers Fun

Who said work can’t feel like play? That person surely did not go home loving their job at the end of the day. There are many different contact center games and incentives that you can put into place in your contact center to boost employee morale - which will keep them coming back, as well […]

The Science of Tough Contact Center Customers

After you’ve worked at a contact center for a while, you will start to notice that a lot of the people you’re talking to can be grouped into a few different categories. Some of the people in those categories, though, are harder to deal with than others. Here are some problems associated with different personality […]