The Gist Strategic, not just operational. Call center management isn’t about overseeing agents—it’s about aligning customer service with business performance. CRM is the game-changer.

LIMRA examined the compensation paid for management in over 100 U.S. contact centers across seven industries. (All dollar figures are based on a 40-hour, 52-week salary, and the survey looked at both ...

Call center metrics are the data you harvest from all the solutions you use to operate your call center, such as your call center management (CCM) and customer relationship management (CRM) platforms.

Call center software offers reporting and analytics dashboards, as well as access to call center monitoring and workforce management tools, enabling supervisors to automate and streamline ...

Call center management solutions can help businesses meet those expectations especially when an associate can simply click a link to access a virtual terminal and quickly complete a payment ...

The Art Of Call Center Management: Leadership, Fun, And Recovery – Steve Coscia Q: You've written widely about stress in the call center – are there any specific ways to improve the morale (and by ...

It’s extremely valuable for successful call center management because it gives you insight into both your customers and your employees. So if you don’t have a data and analytics team, form one.

Additionally, management of unionized call center staff must meet union requirements. In any case, you will need to follow any specific contractual obligations.

Improving the Performance of Your Outbound Call Center Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the ...

The Purdue University Center for Customer-Driven Quality operates within the Department of Consumer Sciences and Retailing. The center, which is self-funded by nearly 200 corporate members, focuses on ...

Cloud Contact Center Platform is a cloud-based platform for call centers offering T1, VoIP, direct inward dialing, telephone direct marketing, public switched telephone network, and toll-free ...