Customer Service, Contact Center & Call Center Best Practices

Contact Center and Call Center Best Practices, Research Findings, Performance Benchmarks and Expert Opinions
Why the Contact Center 360 Customer View is so Essential
Everyone knows contact center metrics are essential. However, not everyone knows a 360 customer view is a prerequisite to maximizing contact center metrics.
Read MoreContact Center Metrics That Matter
See the most important contact center metrics and then use them to modify processes which drive change and sustained performance improvements.
Read MoreTop CRM Benefits for the Contact Center
Here are several of the most cited and impactful CRM software benefits for contact or call centers and their customers.
Read MoreHow to Measure Customer Centricity
How companies can measure customer centricity and directly impact company objectives such as revenues, margins and profits.
Read MoreThe Call Center Agent Avatar
Learn how leading call centers are implementing virtual agent avatars to improve customer service, reduce wait times, and save money.
Read MoreThe Rolling Stones and 60 Years of Customer Satisfaction
The Rolling Stones offer a CRM case study in achieving customer satisfaction for more than 60 years.
Read More4 Ways CRM Can Improve Call Center Agent Productivity
CRM systems improve call center metrics such as call time, up sell and cross-sell, First Call Resolution rate and agent productivity.
Read MoreThe Virtual Call Center: Will It Work For Your Business?
Virtual call centers can balance call volumes, improve call routing, reduce wait times and increase agent and customer satisfaction.
Read MoreContact Center Shift from Cost Center to Profit Center
Making a Contact Center shift from cost center to profit center requires new thinking, and help with contact center technologies.
Read MoreContact Center Continuous Performance Improvements
Best in class contact centers apply data and insights for learning that systemically improves the customer experience and company results.
Read MoreContact Center CRM Reference Questions
The right approach and CRM software reference questions to ask contact or call center customer references during the CRM selection process.
Read MoreHow Contact Center CRM Software Delivers
Learn how call centers use CRM software to provide agents with on-demand access to information and provide customers the responses they want.
Read MoreContact Center Software Requirements
When purchasing CRM software for the contact center, there are steps to take, and avoid, to get the best call center software for your company.
Read MoreReal Time Speech Analytics
See how speech analytics analyze caller tone, sentiment and talk/silence patterns to improve agent productivity and customer satisfaction.
Read MoreCustomer Service Most Valuable Practice
The central customer service best practice shared by the ten companies providing the best customer service in America.
Read MoreHow Enterprise Feedback Management Improves the Customer Experience
How to use Enterprise Feedback Management (EFM) systems to gather customer feedback and improve the customer experience.
Read MoreContact Center Workforce Management Solutions
Call center scheduling and productivity can be improved with technology that models call volumes, agent skills, and these other variables.
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