Why did we write the Beginner’s Guide to Call Centre Software?

Whether you’re setting up your first call centre or you’re a seasoned telephony vet, this guide provides an overview of the technology that powers modern call centres and contact centres. You’ll learn about the call centre software available for small, medium, and large-scale organisations. These contact centre solutions are available to both outbound and inbound sales, service and support centres.

If you’re just starting a call center, this primer that will help you understand common call center terminology along with popular performance metrics. This guide also provides a solid foundation for understanding how to start a call center.

Who is the call center guide for?

Anybody who wants to understand what goes into a world-class call center will find something of value. But we created the guide specifically for the following audiences:

  • C-level decision makers tasked with meeting and exceeding business objectives using cost-effective call center technologies and services.
  • Customer service managers and call center managers that are responsible for day-to-day call center operations.
  • CIOs and IT managers in charge of purchasing, deploying and managing hardware, software, and equipment that is used to run a call center.

Start now – chapter 1

WHAT YOU’LL LEARN

The EVOLUTION OF CALL CENTre SOFTWARE

Call centre software is rapidly changing, as organisations try to balance customer expectations, the employee experience, and corporate objectives. We’ll explore contact centre technology from its humble beginnings to its current evolution, where customers engage with organisations – through live agents, self-service, and artificial intelligence, across any channel – including phone, email, chat, social media, and video.

Call Centre Productivity

You’ll learn about call centrer software solutions that make agents more productive, help you manage staff, and ultimately meet or exceed service level requirements. Modern call centres use a variety of solutions to support sales and improve service. We’ll explore call center solutions designed to help agents place more outbound calls. We’ll cover call centre software that routes calls to agents, improves call quality, enables self-service and more. We’ll also discuss the benefits of integrating your existing customer relationship management (CRM) system with your call centre software.

On-premises, hybrid, or cloud?

Not long ago, you needed to purchase equipment and deploy dedicated resources to run your call center software in-house. With the advent of the cloud and software-as-a-service (SaaS), many companies are choosing a hybrid cloud solution or are making a move to a completely cloud-based contact centre model. We’ll explore the pros and cons of each option.

Decide what’s best for you

Explore – in clear terms – what customers expect when they contact you for support. You’ll also understand the various technologies, what they do, and how they improve the overall customer experience. The guide helps cut through the hype, so you can best understand which solutions are right for you.

Start now - chapter 1

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