"tag:call center software" - Wheelhouse Articles Search results

Call RecordingAccording to a research by Gartner Group, on average 68% of customers' first contact with any company is still via phone, and contact centers that record calls can extract a wealth of information from these interactions - whether the focus is on improving customer services, legal compl...

Call Center AnalyticsPerformance and productivity of contact centers are based on a number of variable and real-time dynamics. Traditional reports and charts do not capture this dynamic information effectively to provide sufficient information and drill-down capability for managers to quickly identi...

Building a call center can seem like a daunting proposition, but it can be much less difficult if you break it down into smaller, more specific tasks. Here's a list of essential steps you can take to create a successful call center.

Employees in your enterprise may need additional training to ensure that everyone properly leverages your call center's capabilities. Following these steps will help establish employee as well as customer satisfaction and will improve customer relationships and profitability.

Open-source technology has transformed the enterprise-software landscape in the past several years. Offerings such as Linux, OpenOffice and SugarCRM have arrived to bring the cost and quality benefits of community-developed and community-maintained software to almost every business sector.

Call-center operators, looking to slash costs and add powerful new communications and call-support capabilities, aren't immune to open source's lure. Open-source call center platforms based on the Asterisk open-source PBX are now available from several different sources. Here's a look at three of t...

Gone are the days of Gladys working a 4ft. switchboard; the call center world has become far more advanced thanks to the incredible ingenuity of software developers. The current array of call center software features available for call center agents and managers spans the gauntlet from call manag...

The constantly changing myriad of features make staying up to date difficult for some call center managers, but luckily the core elements of call center software remain the same.

The single most important facet of purchasing a Customer Resource Management system for a call center is its integration with the current call center software and hardware, as well as with any other applicable information technology systems. Awareness of this issue is heightened by the high degre...

Although most CRM vendors claim their products are adaptable to virtually any system, it’s essential to determine how much effort such integration will require for a particular business’s telephony needs. A methodical querying of vendors will determine what specific actions are necess...