Contact center management involves the way leaders go about managing their center and handling the activities to support customers and business operations. Automation and software can make a huge difference in a contact center manager’s workday.
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Customer experience management (CXM) is one of the most important practices that a company implements in their contact center. In today’s market, customers rarely base their loyalty on product or price. Instead, they stay loyal to companies based on their experiences.
As a business, you strive to provide the best products, services, and support to your customers. What you measure to define success may differ, but the need to manage quality is part of that success. Contact center leaders look to quality management and quality…
For a business to run smoothly and operate at high levels of efficiency, there must be systems in place that support all the departments that make up the company. One aspect of support is keeping up with information that passes through the company in the form of knowledge management.
Welcome to the age of agent empowerment. If there is one thing that The Great Resignation has made clear, it’s that frontline employees want more control over their work and the impact that their jobs have on their professional and personal lives.
Balancing customer satisfaction with employee engagement is a challenge facing contact centers everywhere. Especially since delivering great experiences starts with agents. This is where workforce engagement management comes in. Workforce engagement management…
No call center is perfect. Call center challenges are a part of business operations. Even the best call centers face challenges that can impact their ability to provide quality customer service. In this blog post, we discuss five of the most common call center…