There are many challenges that a contact center may face. But, one of the challenges is to improve the level of agent productivity while maintaining a high standard of service. Every customer requires attention, but sometimes the agents are not in a position to respond to every single customer and this leads to a lower level of service. A contact center can improve both agent productivity and the quality of service by choosing the right software. Carl Noblitt (VP Account Management, AireSpring), in his article writes about some ways by which a contact center can improve productivity. To know more, follow: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/873/Default.aspx

Social media and smart phones help dissatisfied consumers to raise their voice. Most companies understand the extent to which a company’s image can be damaged, but many companies do not know that technology also exists to help and improve their customer service standards. To know more how Contact center management software can help companies to take corrective action, follow: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/869/Default.aspx