Customer Service, Contact Center & Call Center Best Practices


Contact Center and Call Center Best Practices, Research Findings, Performance Benchmarks and Expert Opinions

360 Customer View

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.

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Revenue Growth

Contact 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.

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CRM Software

Top 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.

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How to Measure Customer Centricity

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

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Contact Center Agent Avatar

The Call Center Agent Avatar

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

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The 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.

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4 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.

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Customer Service Agent

The 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.

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Customer Service Agents

Contact 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.

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CRM Process Improvements

Contact Center Continuous Performance Improvements

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

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Contact 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.

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Customer Relationship Management

How 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.

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CRM Dashboard

Contact 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.

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Speech Analytics

Real Time Speech Analytics

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

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Customer Satisfaction

Customer Service Most Valuable Practice

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

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How Enterprise Feedback Management Improves the Customer Experience

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

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Contact Center Agent

Contact 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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