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Management Info

Are you new to managing a call center? Looking for the latest tips to be a top performer in your industry? We have everything you need to know about call center management to succeed, all in one place.

Top Management Articles this Month

  • How to Setup a Call Center for Any Size Solution

    How to Setup a Call Center for Any Size Solution

    Setting up a call center is not a one size fits all solution. The setup of your call center will dep...

  • 7 New Tips for Call Center Agent Training Success in 2017

    7 New Tips for Call Center Agent Training Success in 2017

    As call center technology evolves, your call center agent training should adjust with it if you want...

Recycling Lists vs. Redial Rules

December 13th, 2017

You can recycle lists and campaigns to call back all of your no answer calls. On the other hand, redial rules allow the system to make callback attempts while your agents actively dial through a list. Which is the best to use?

5 Contact Center Software Features You Need to Succeed

November 29th, 2017

There are hundreds of different contact center software features available depending on your needs. But which five features are absolutely necessary for your contact center’s success? Find out what to look for when you’re considering different contact center solutions.

5 Inbound Call Center Metrics You Should Be Tracking

November 1st, 2017

Everyone understands the importance of tracking Key Performance Indicators for your inbound call center. Without them, you’re operating in the dark and giving yourself little direction to work with. Which inbound call center metrics should you track, though?

Supercharge Your Small Business CRM

October 18th, 2017

Small business CRM helps you keep track of all your clients but should you include other features in your software? Find out what you need from your CRM and put each option to the test before making a purchase decision.

Ensuring Agent Accountability with Live Monitoring and Reporting

May 17th, 2017

Real Time Reporting and Live Agent Monitoring put you in control of your call center, whether in the office or across the country. CallTools.com’s fully-loaded, cloud-based software keeps agent accountability at a maximum when they know you could be listening at any time.

Why Do You Need a Predictive Dialer

Why Should You Use Predictive Dialing?

May 3rd, 2017

Predictive dialing maximizes the number of calls your agents make per hour. It simplifies and organizes the process of dialing through massive lists and managing large amounts of prospect data. Find out how you can streamline your workforce with a predictive dialer.