From hiring suitable agents to setting the right goals, contact center performance management involves a lot of tasks and processes. 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 what contact center performance management is and provide 11 tips to manage contact center performance easily. We’ll then cover three major challenges of performance management in a contact center.

Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer support. Fortunately, call center workforce optimization software can help you streamline your customer support efforts by maximizing your call center agents’ skill sets and availability.

The call center is often the company’s public face — the first interaction your customer has before or after purchase. So, coaching your call center agents to provide reliable customer service is imperative to your company’s success. While there are many ways to go about effective call center coaching, in this article, we’ll explore five key areas where you can focus your coaching efforts.

When it comes to your organization's data, it's critical for you to understand that you're talking about so much more than just a series of 1s and 0s sitting on a hard drive somewhere. Contained inside that data is the true story of what is going on with your business. It contains the insight you need to do better and more informed work on a daily basis. To always make the right decision as quickly as possible given the circumstances.

Mattermost Boards started as an innovation project that came up during a hackathon we held in late 2020. At Mattermost, we’re focused on helping the world build better software by aligning teams, tools, and processes. We work like most other software development teams do, with stuff all over the place — in chat, emails, Google Docs, and systems like Jira and GitHub.

So your CTO has just handed you a project to revamp or build your product’s notification system. It seemed like a simple and straightforward project, but you started doing research and realized that not only is the process pretty complicated, there’s not a lot of information online on how to do it. After all, companies like LinkedIn, Uber, and Slack have large teams of over 25 employees working just on notifications.

When the requirement of screen sharing software arises you get to hear many opinions from the people, after consolidating all those views while finalizing on the tool you would hugely contemplate on TeamViewer vs AnyDesk. Looking at the views both may appear best and suitable to your requirements, so let us give a comparison that aids you to choose the best screen sharing app or software.

Given a choice, if you have to choose the best instant messenger and uninstall the other messengers, what they would be, I believe it has to be WhatsApp vs Telegram because, considering the estimated number of users on the aforementioned respective platforms, other platforms have fewer users comparatively. There were days when WhatsApp was predominantly used in many countries but due to its privacy policy that was announced in January 2021.

Unlike traditional call centers, an IVR call center manages caller interactions through a series of automated menus. This enables customers to self-serve, leading to faster issue resolution and enhanced customer service. An IVR software also helps boost agent performance and overall call center efficiency through various automated workflows. In this article, we’ll explore what an IVR call center is, its automated workflows, and its benefits.