3,763 Results for:Contact center management

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Avaya delivers cloud workforce management for contact center

By Jonathan Dame 25 Jan 2019

Users of Avaya's contact center platforms now have access to cloud workforce management software through the vendor's partnership with Verint. Read More

Calabrio rolls out contact center self-scheduling technology

By Ha Ta 10 Oct 2019

The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling. Read More

Genesys improves workforce management software with AI

By Jonathan Dame 01 Nov 2018

Genesys has developed new workforce management software to help contact centers with forecasting and scheduling. Read More

What are the best new skills for contact center managers?

By Scott Sachs 27 Apr 2016

While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Read More

Call center tips to ensure successful agents

By Scott Sachs 03 Jan 2019

Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Read More

Contact center management gains insight with talent management

By Scott Sachs 02 Oct 2015

Talent management software can help contact centers make more technology-driven decisions to better judge recruiting and agent retention practices. Read More

Top contact center management dos and don'ts

By Rick Merson 08 Feb 2016

Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Read More

What are speech technology applications beyond contact centers?

By Jon Arnold 19 Dec 2018

Speech technology applications aren't confined to contact centers. Our expert explains the use cases for the technology, including personal digital assistants and knowledge management. Read More

Ten leadership tips for contact center managers

By Tim Ehrens 15 May 2015

A contact center manager shares guidelines of how fellow leaders can get the most out of their agents when inheriting or 'rebooting' a center. Read More

Avaya Mobile Experience could lower contact center costs

By Jonathan Dame 14 Mar 2018

The new Avaya Mobile Experience helps contact centers manage incoming calls from mobile phones. Analysts said the latest service could help reduce costs. Read More