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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

  • 5 Outbound Call Center Metrics You Should Be Tracking

    5 Outbound Call Center Metrics You Should Be Tracking

    Part of managing a successful outbound call center means knowing which metrics you should be trackin...

  • Recording Calls at a Call Center: UK, US and Canadian Law Guide

    Recording Calls at a Call Center: UK, US and Canadian Law Guide

    There are things you need to know before you start recording calls in a call center. These resources...

Increase Agent Productivity

Using a Predictive Dialer to Scale Your Call Center Capacity

September 18th, 2019

Increasing the capacity of your call center can get expensive if you try to throw agents at the situation. Optimize your process by using a predictive dialer the right way to scale and get more out of every calling agent on the floor.

Interview Inside Sales Agents

Interviews That Identify the Best Inside Sales Reps

June 26th, 2019

It’s difficult to know whether a person will perform well based only on their interview. Still, there are some questions to ask that help eliminate the most difficult people. Learn some great tips to help you find the best employees for the job!

How CallTools Will Help You Achieve Tony Robbins Success

February 20th, 2019

Surely you know who Tony Robbins is. If you don’t, you should look him up. Tony Robbins encourages thousands of people around the world to exceed their potential. Find out how CallTools can help your business do the same, just like Tony Robbins does for his clients.

5 Call Center Metrics That Support The Sales Team

February 6th, 2019

Without the correct key performance indicators you could be missing out on a large portion of optimization for your business. Knowing these call metrics can give you the knowledge necessary to train and grow your sales team into a machine.

Utilizing CRM Data for Each Department of Your Company

January 9th, 2019

The benefits of a strong customer relationship management platform spread throughout your entire company. Discover how each department can make use of at least one aspect of your CRM system.

Using Predictive Voice Analytics to Improve Profitable Call Center Metrics

December 12th, 2018

Traditional methods of analyzing call metrics can lack an instant impact on how you handle your inbound calls. Predictive voice analytics could tell you information about a caller quickly, such as their mood or the urgency of their situation. These types of metrics could change the direction of a call, often with added benefits.