Contact Center Management Archives

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Feb 20, 2021

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started.

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.

9 Important Call Center Industry Standards & How to Beat Them

How do you stack up against industry benchmarks for response times and agent efficiency metrics?

Customer Service Skills Training: 5 Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.

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Apr 16, 2020

How to Pull Insights from Your CRM – Part II: Business Insights

Learn the key metrics that can help contact centers deliver insights to other areas of the business.

Customer Retention Strategies: Start with Calculating Customer Churn

Customer attrition, also called customer churn, is a measurement of how many customers stop doing business with you over a given period of time. Of course, losing customers is more than just an emotional matter -- acquiring new customers costs up to seven times as much as retaining your existing ones.

What’s the Difference Between CRM and CXM?

There’s so much customer data that more focused subsets of CRM software have emerged. This is a tale of two CRMs: Sales CRM and Customer Service CRM, or CXM.

12 CRM Best Practices to Get More from Your Contact Center Software

Your CRM is a major investment – that’s why it’s so important to make sure you’re getting the most out of your software.

14 Call Center KPIs You Absolutely Need to Track

Which metrics are most important to measure your team's effectiveness and highlight areas to improve?

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.

Is Your Social Media Strategy Falling Behind?

Astute SVP Shellie Vornhagen shares four indicators your social media strategy could be headed for trouble.

6 Social Media Best Practices for Customer Care

These 6 tips or best practices might not apply to your company right now, but they might help when you’re ready to up your social media game, or venture into new online territory.

4 Reasons You Need to Have a Disaster Recovery Plan

Not having a disaster recovery plan in place could cost your business dearly. What's your business continuity plan?

What Is a Specialized CRM and Why Should You Care?

Which is right for you, a best-of-breed, specialized CRM or a generalized CRM? Learn the pros and cons of each.

Featured

Apr 1, 2019

Goodwill Abuse: How Customer Fraud Can Cost You Big

Time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.

Social Media Problems: Justifying Your Social Media Efforts

For the past eight years, brands have flocked to reach their customers through social media networks, setting up business pages, pushing out content, working tirelessly to drive engagement. But what is it all for?

How to Compete with the Top E-Retailers

Consumers love shopping online, but they have quite a few complaints, too. How can retail brands compete?

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Optimize your agent desktop experience by embedding valuable knowledge tools directly into their workflow.

Featured

Aug 5, 2018

3 Signs You Need to Simplify Your Brand’s Social Media Management

Consumers are more empowered than ever to engage with your brand on social media. Unless your brand can adapt to the higher levels of engagement and consumer expectations, it will become impossible to keep up in the complex social media environment.

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.

Is There a Place for Chatbots in Your Organization?

Chatbots are becoming a viable option within enterprise support settings and for digital customer care.

Blog

Contact Center Management

Employee Engagement Survey Questions and Tips All HR Leaders Must Know

Improve Average Handle Time in the Call Center: A 6-Point Action Plan

5 Elements of a Winning Customer Service Management Strategy

Customer Service Goals: The Top 5 Objectives (+ Examples)

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Call Center Capacity Planning: 3 Ways Automation Can Help

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

How to Break Free from Call Center Scripts

Why It’s Time for Customer Service to Embrace Next Best Action

9 Important Call Center Industry Standards & How to Beat Them

Customer Service Skills Training: 5 Best Practices You Should Be Following

How to Pull Insights from Your CRM – Part II: Business Insights

What You Need to Know About Transitioning to Work-from-Home Customer Service

Customer Retention Strategies: Start with Calculating Customer Churn

What’s the Difference Between CRM and CXM?

12 CRM Best Practices to Get More from Your Contact Center Software

14 Call Center KPIs You Absolutely Need to Track

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

4 Reasons You Need to Have a Disaster Recovery Plan

What Is a Specialized CRM and Why Should You Care?

Goodwill Abuse: How Customer Fraud Can Cost You Big

How to Compete with the Top E-Retailers

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

Is There a Place for Chatbots in Your Organization?