Customer Service, Contact Center & Call Center Best Practices

Everyone knows contact center metrics are essential. However, not everyone knows a 360 customer view is a prerequisite to maximizing contact center metrics.

See the most important contact center metrics and then use them to modify processes which drive change and sustained performance improvements.

Here are several of the most cited and impactful CRM software benefits for contact or call centers and their customers.

How companies can measure customer centricity and directly impact company objectives such as revenues, margins and profits.

Learn how leading call centers are implementing virtual agent avatars to improve customer service, reduce wait times, and save money.

The Rolling Stones offer a CRM case study in achieving customer satisfaction for more than 60 years.

CRM systems improve call center metrics such as call time, up sell and cross-sell, First Call Resolution rate and agent productivity.

Virtual call centers can balance call volumes, improve call routing, reduce wait times and increase agent and customer satisfaction.

Making a Contact Center shift from cost center to profit center requires new thinking, and help with contact center technologies.

Best in class contact centers apply data and insights for learning that systemically improves the customer experience and company results.

The right approach and CRM software reference questions to ask contact or call center customer references during the CRM selection process.

Learn how call centers use CRM software to provide agents with on-demand access to information and provide customers the responses they want.

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.

See how speech analytics analyze caller tone, sentiment and talk/silence patterns to improve agent productivity and customer satisfaction.

The central customer service best practice shared by the ten companies providing the best customer service in America.

How to use Enterprise Feedback Management (EFM) systems to gather customer feedback and improve the customer experience.

Call center scheduling and productivity can be improved with technology that models call volumes, agent skills, and these other variables.