Customer service and contact center
Customer service refers to the support organizations give customers after a purchase, and contact centers are the points where organizations can manage these interactions. Keep tabs on the evolution of customer service and contact center technologies and best practices to maintain service strategies properly.
Top Stories
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Tip
24 Mar 2026
B2B martech stack core components and how to build one
A B2B marketing technology stack can have several components. Therefore, integration and ongoing optimization of those tools are paramount to meet business goals. Continue Reading
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Tip
19 Mar 2026
8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization. Continue Reading
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Tip
07 Oct 2016
Salesforce AI touts intelligence for everyone
Salesforce AI has come to the fore with Einstein, its intelligence application. The CRM provider attempts to round out its portfolio with this accessible AI addition. Continue Reading
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Tip
19 Jul 2016
Four features of contact center evolution
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
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News
08 Feb 2016
Omnichannel customer service is no small feat
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems. Continue Reading
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Answer
04 May 2015
Have customer-centric processes arrived in the contact center?
It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations? Continue Reading
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Definition
16 Mar 2011
Workforce management (WFM) software
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis. Continue Reading
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Answer
07 Dec 2009
Which call center billing model should I use?
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Continue Reading
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Answer
17 Sep 2009
How can I measure call center agents' unavailable and "not ready" time?
Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. Continue Reading
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Report
03 Jun 2009
Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales professionals. Continue Reading
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Answer
26 Feb 2009
Does hot seating in the call center affect agent morale?
Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip. Continue Reading
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Answer
16 Sep 2008
Pros and cons of auto-response software in the call center
Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss. Continue Reading
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Answer
19 May 2008
Call center rules and regulations: Why are they so strict?
Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. Continue Reading
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News
08 Oct 2007
Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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Answer
12 Sep 2007
Call center scheduling: How to manage Auxiliary or unavailable time
Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
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Answer
26 Jul 2007
How to evaluate call center quality analyst performance
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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Answer
12 Jan 2007
How do you define flow out calls?
Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading