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ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and, on an ongoing basis, to ensure that customer service and productivity goals are being met. While a disclaimer must be offered to the incoming caller to inform them that their call may be recorded,  … 
Call Center Management Reports
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8x8: Collaboration and AI Take Customer Care to the Next Level
sponsored by Kingpin Comm. - 8X8
WHITE PAPER: The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

Adapt Your Business to the New Normal
sponsored by Kingpin Comm. - 8X8
RESOURCE: The Covid-19 outbreak has forced many businesses to close their doors and to rely on remote working. However, some businesses still rely on traditional communication tools, which can restrict remote working. In this interactive resource, learn how 8x8 Open Communication Platform can help your organization maintain business continuity.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

CallTower’s Microsoft Teams Direct Routing Implementation Guide
sponsored by CallTower, Inc.
EBOOK: Implementing a Microsoft Teams Phone System can be complicated, which is why CallTower put together this comprehensive guidebook. Grab your copy to explore their 5-step process and tips for getting started.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

CallTower, Inc.

Conversational Voice Response: Bringing the Best Tech Forward
sponsored by [24]7.ai
WHITE PAPER: While Interactive Voice Response (IVR) systems are generally seen with dismay and disgust by customers, these tools fill a crucial role in most businesses by automating contact center routing and tackling other menial tasks. Read on to learn about Conversational Voice Response, the evolution of IVR and next step in intelligent customer engagement.
Posted: 23 Sep 2020 | Published: 23 Sep 2020

[24]7.ai

Six Ways to Use AI for Intelligent Customer Service
sponsored by Kustomer
WHITE PAPER: Check out this white paper from Kustomer to learn 6 ways to leverage AI to deliver effortless and effective customer service and discover the future of the industry.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Kustomer

Your Next Move to the Future
sponsored by Avaya
RESOURCE: For a large portion of companies, digital transformation takes shape in improving customer service and enhancing employee efficiency. Read this blog post to evaluate whether or not the contact center subscription model is the right approach for your business as you seek to embrace AI, cloud computing, and other rapidly evolving technologies.
Posted: 21 Sep 2020 | Published: 21 Sep 2020

Avaya

How to keep up with customer demands during & beyond COVID-19
sponsored by TechTarget
RESOURCE: The lasting effects of COVID-19 on customer service are still unknown, but one thing is for sure: E-commerce is booming. Explore more impacts of COVID-19 on CX and customer service strategy in our guide, Keeping up with customer demands during disruption: Lessons from COVID-19.
Posted: 10 Sep 2020 | Published: 10 Sep 2020

TechTarget

The Evolution of the Call Center – Amazon Connect and SalesForce Service Cloud
sponsored by AllCloud
RESOURCE: Open this article to learn about Amazon Connect, an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost.
Posted: 09 Sep 2020 | Published: 09 Sep 2020

AllCloud

2020 Vision Strategy for Scaling in your Contact Center
sponsored by Inference Solutions
WHITE PAPER: Access this white paper for 5 strategies to protect your business and adapt to variations in call volume with Inference's Intelligent Virtual Agents.
Posted: 01 Sep 2020 | Published: 01 Sep 2020

Inference Solutions

Buyers Guide to Intelligent Virtual Agents and Chatbots
sponsored by Inference Solutions
WHITE PAPER: Access this white paper to learn how to navigate the landscape of virtual assistants by understanding what a virtual agent is, how it can improve your business, what options are available to you, and how you can create a solid framework for making a purchasing decision.
Posted: 31 Aug 2020 | Published: 31 Aug 2020

Inference Solutions

Call Center Resilience: A Citrix Case Study
sponsored by Citrix
WHITE PAPER: Download this case study to learn how Citrix was able to execute on their business continuity plan with minimal impact to their business or customers—while ensuring the safety of employees and maintaining KPI's.
Posted: 27 Aug 2020 | Published: 27 Aug 2020

Citrix

Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama
sponsored by Tehama
DATA SHEET: Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.
Posted: 26 Aug 2020 | Published: 26 Aug 2020

Tehama

Transforming Communications at NPower
sponsored by FourNet
CASE STUDY: Your legacy phone system may be holding you back. It may be wise to consider a cloud-based contact center platform that provides reduced cost through pay-per-use services, automation and flexibility. Read this case study to learn how Germany’s leading energy company, Innogy SE, was able to streamline operations and transform.
Posted: 04 Aug 2020 | Published: 04 Aug 2020

FourNet

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

Tips for Remote Workers Using Persistent Collaboration Tools
sponsored by Verizon
RESOURCE: Access this resource to learn how to adjust communication and collaboration tools to fit your organization’s needs whether you are just getting started or are already using them.
Posted: 30 Jul 2020 | Published: 30 Jul 2020

Verizon

How to Choose the Best VoiP Provider for Your Business
sponsored by Verizon
WHITE PAPER: Access this resource to learn 5 considerations when evaluating VoIP solutions and providers.
Posted: 29 Jul 2020 | Published: 29 Jul 2020

Verizon

Empower employees to communicate and collaborate, from anywhere
sponsored by Verizon
DATA SHEET: Check out this data sheet to learn the 6 ways One Talk and BlueJeans work together for your business.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

Playbook for a Modern IVR
sponsored by Twilio
EBOOK: Check out this e-book to read about the 5 step modern IVR playbook, learn the benefits that they can lead to, and discover a unified solution that makes building an IVR system easier than ever.
Posted: 27 Jul 2020 | Published: 27 Jul 2020

Twilio

Learn From Every Customer Conversation
sponsored by Noble Systems
WHITE PAPER: Access this white paper to learn 5 ways that customers benefit from Conversation Analytics and discover implementation best practices to follow for success.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Noble Systems

Supercharging customer service: Reimagining the operator experience at Grocery Outlet
sponsored by ServiceNow
CASE STUDY: Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

ServiceNow

Contact Center 2.0
sponsored by RingCentral
EBOOK: Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

RingCentral

The Collaborative Contact Center
sponsored by RingCentral
EBOOK: A Collaborative Contact Center can offer benefits including significant cost savings, faster problem resolution, and deeper customer relationships. Download this eBook to learn about this modern approach and see how you can get started upgrading your contact center today.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

RingCentral

ARE YOU SATISFIED WITH YOUR CONTACT CENTRE EXPERIENCE?
sponsored by RingCentral
WHITE PAPER: Open this research report to learn more about the effects your contact center agents are having on your overall customer experience, and how you can quickly improve your customers’ perceptions.
Posted: 12 Jun 2020 | Published: 12 Jun 2020

RingCentral

Embracing the Permanent Trend of Working Remotely
sponsored by 8x8, Inc.
RESOURCE: For many companies, existing IT infrastructure may not be properly equipped to handle a larger number of remote workers. Inside this blog post, learn how utilizing cloud-based communications solutions can fill the gaps between your on-premises IT capabilities and the needs of your increasingly remote-first workforce.
Posted: 13 May 2020 | Published: 18 Mar 2020

8x8, Inc.
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