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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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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

Listening to the Contact Center to Overcome Pandemic Challenges
sponsored by CallMiner
WHITE PAPER: Download this white paper to learn how listening to contact center interactions can help overcome pandemic challenges and get tips on crafting a CX strategy that will be successful post-pandemic.
Posted: 26 May 2020 | Published: 26 May 2020

CallMiner

Aruba Virtual Call Center
sponsored by Aruba Networks
WEBCAST: Whether its insurance, travel or other industries, call centers are where humans connect to ask questions and get answers. However, this is increasingly challenging as call center employees are working from home. In this webinar, learn how Aruba’s remote access points and virtual internet assistant can help call centers enable secure remote access.
Posted: 21 May 2020 | Premiered: Apr 21, 2020

Aruba Networks

Exploring Remote Working Solutions to Combat Crisis Situations
sponsored by Avtex
RESOURCE: For a crisis, Avtex suggests implementing a 4-phase approach which includes contact center stabilization, business continuity expansion, CX alignment, and employee experience calibration. Access this resource to learn what each phrase involves and discover how they can work together to maintain normalcy during a crisis.
Posted: 19 May 2020 | Published: 19 Mar 2020

Avtex

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.

The State of the Contact Center: 8 Insights Shaping the Future of CX
sponsored by 8x8, Inc.
EBOOK: Download this eBook to explore results from 8x8 and Hanover Research’s recent survey on the current state of contact centers, and the 8 key findings they predict will shape the future of CX.
Posted: 12 May 2020 | Published: 12 May 2020

8x8, Inc.

The Total Economic Impact of RingCentral Contact Center
sponsored by RingCentral
WHITE PAPER: Read this Forrester Total Economic Impact Report to explore the costs, benefits and capabilities of RingCentral Contact Center, including a 615% ROI figure.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

RingCentral

The Collaborative Contact Center A disruptive approach to customer engagement
sponsored by RingCentral
WHITE PAPER: Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.
Posted: 21 Apr 2020 | Published: 21 Apr 2020

RingCentral

5 Ways to Change a Toxic Call Center Environment
sponsored by RingCentral
WHITE PAPER: No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. Download this eBook to learn why some call centers can feel downright destructive, and 5 steps your business can take to replace those negative feelings with positivity—and success.
Posted: 17 Apr 2020 | Published: 17 Apr 2020

RingCentral

Are Your Contact Centre Agents Behaving Properly?
sponsored by Vonage
WHITE PAPER: Call centers have become crucial to many business efforts, yet it can be hard to actually monitor every agent. Instead of using inconsistent, time-consuming, and limited human resources for this task, AI advances have empowered speech analytics that allow you to replace these steps with automated workers. Learn about it in this white paper.
Posted: 16 Apr 2020 | Published: 16 Apr 2020

Vonage

CXone for Hurricane Harvey Relief Efforts
sponsored by NICE inContact
WEBCAST: In October 2017, Hurricane Harvey left a path of flooding and destruction in Texas. To help people get back on their feet, NICE inContact set up a large contact center in 72 hours for 2500 agents. Watch this brief video to learn how their solution, CXone, enabled quick and successful setup amid an emergency.
Posted: 16 Apr 2020 | Premiered: Apr 16, 2020

NICE inContact

Secure WebRTC for Contact Centers
sponsored by AudioCodes
WHITE PAPER: Learn about AudioCodes’ WebRTC solution in this white paper, and how you can leverage it to experience improvements in cost savings, CX, agent productivity, and more in your contact center.
Posted: 07 Apr 2020 | Published: 07 Apr 2020

AudioCodes

How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

Using Automated Scorecards to Improve Agent Performance
sponsored by CallMiner
WHITE PAPER: When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

CallMiner

How Holiday Inn Re-vamped their Contact Center with CallMiner
sponsored by CallMiner
WEBCAST: Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
Posted: 19 Mar 2020 | Premiered: Mar 19, 2020

CallMiner

Salesforce and Vonage: The Perfect Combination for Service
sponsored by Vonage
WHITE PAPER: Download this white paper to learn how Vonage Contact Center for Salesforce can help you integrate your communications platform and the data it captures with your customer data in Salesforce to provide exceptional customer service.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Vonage

The State of Agent Experience and Engagement in Today’s Contact Centers
sponsored by NICE inContact
RESEARCH CONTENT: Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

NICE inContact

Building a Business Case for Cloud-Based Contact Center Solutions
sponsored by NICE inContact
WHITE PAPER: While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale.When this occurs, experts recommend adopting a cloud contact center. Download this white paper to learn how to build a compelling business case when considering a move to the cloud.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

NICE inContact

The AI-Infused Contact Center: First Steps, The Big Picture & What’s to Come
sponsored by NICE inContact
WEBCAST: How can AI make your contact center more productive? Find out in this webinar which features Forrester's Art Schoeller discussing what’s on the horizon for AI and how contact centers can benefit from AI integration.
Posted: 24 Feb 2020 | Premiered: Feb 24, 2020

NICE inContact

Improving Your Agent Experience, 1 Step at a Time
sponsored by NICE inContact
WEBCAST: The more a contact center can engage and motivate agents – the less attrition it will experience, which positively affects customers and the organization. Download this webinar to find out how to boost agent experience maturity and create a better overall CX.
Posted: 24 Feb 2020 | Premiered: Feb 24, 2020

NICE inContact

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge
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