Looking for tips on effective contact center management? From scheduling customer support agents to monitoring their interactions, contact center management involves managing a contact center’s daily activities. And while life as a contact center manager can be hectic, you can ease the workload with the right techniques and tools. In this article, we’ll cover ten tips that’ll help you with contact center management and agent training.

On our smartphones or in our web browsers, push notifications are part of our daily online lives. Hate them or love them, when implemented correctly, they can be extremely valuable to our experiences. An average of 20% of active website users opt in to receive web pushes, which, while the figure may seem low, is four times the best email subscription rate. The statistics are even higher on mobile devices, with 44% and 91% of iOS and Android users respectively opting in.

With Slack, the digital transformation specialist scaled Covid-19 testing to UK key workers, all while optimizing its own systems.

A discussion from Zendesk, Zip, Ecosystm and Slack about the importance of flexibility, culture and employee experience.

Many of the current customer experience metrics used are failing. This is why some businesses who have good NPS scores still lose customers. So, what measures do we need to put in place to drive success? How important is it to make it easy for customers to interact with you? Perhaps we should be paying more attention to emotions and sentiment, as they can reveal more about the state of our relationships with customers and potentially offer clearer insights into customer behaviour.

As a YC alum and co-founder of Mattermost, I often get asked by early stage YC companies about what it’s like to build a commercial open source business. With the start-up’s permission, we’ve started recording some of the Q&A sessions, transcribing them and sharing the more popular questions on the Mattermost blog in short form articles.

Want to know why contact center analytics is so important? Imagine having the superpower to decode customer sentiment or predict what they want! Today’s customer-oriented companies rely on advanced contact center data analytics to make the best business decisions. How? Contact centers generate tons of customer-related information every day. By analyzing them through charts and graphs, you can gain meaningful insights into enhancing customer experience.

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it.