Contact Center Resources

The go-to resource for contact center managers. Stay up to date with the latest in call center management. Or, get a demo of how Dialpad's contact center platform works!
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Best practices for call centers

Call centers play an important role in customer service, but what does it take to run a successful call center? Here's what every call center manager needs to know.

Best Practices

12 Call Center Best Practices from 20 Years of Support

Management

A Guide to Contact Center Management

Playbook

The Contact Center Playbook: For Managers, by Managers

Compliance

5 Key Compliance Contact Center Software Features

Call center strategy: analytics, efficiency, and quality

Learn how to develop your call center strategy and what KPIs to measure so that your team can work efficiently, even when handling high call volumes.

Your dashboard

Call Center Dashboard: Role, Metrics, Features & More

Improving efficiency

Call Center Efficiency: 3 Key Mistakes to Avoid

Metrics and KP Is

15 Key Call Center Metrics and KPIs: A Deep Dive

Optimization tips

What is Call Center Optimization: 6 Tips from a Support

Quality assurance

Call Center Quality Assurance: Tips from a CS Leader

Maintaining SL As

Maintaining High Service Levels: A Guide for Call Centers

Analytics

Contact Center Analytics: What to Measure and How

Forecasting accuracy

How to Improve Contact Center Forecasting Accuracy

Download The Contact Center Playbook

Learn about everything from setting up a contact center to coaching agents and more, with tips from five contact center leaders in different industries.

Customer intelligence, contact center software, and technology

With a number of call center software out there, it may be difficult to figure out which tool is the most suitable for you and your team. Here's what you should consider.

Artificial Intelligence AI

Contact Center AI Explained: Tips, Benefits, And More

Top call center software

Call Center Software: A Guide to the Top 7

Must have technologies

11 Must-have Contact Center Technologies & Trends

Software for small businesses

The Best Small Business Call Center Software in 2022

Integrations

Contact Center Integrations: Link These to Your CRM

Switching to a new call center

Switching From One Cloud Contact Center to Another: A Guide

On prem vs cloud

On-premises vs. Cloud Contact Centers: A Complete Guide

Contact center RFP

Contact Center RFP: 31 Essential Considerations

Call center setup

Setting up a call center takes planning and proper testing to ensure a smooth experience for both agents and customers. Refer to the following guides and checklists to make it easier to set up.

IVR tile card

Contact Center IVRs (& Easy Setup) Explained

Migration checklist

Cloud Call Center Migration Checklist for 2021

Security tips

Call Center Security Best Practices

How to start a call center

How to Start a Contact Center: A Guide by a Team Lead

WEBINAR SPOTLIGHT

How to set up a contact center in two minutes

Every Wednesday at 11 PST / 2 EST

Call center operations and training

In order to maintain smooth day-to-day operations in your call center and provide ongoing training to your agents, these resources will help you better manage your workforce.

BPO

What is a BPO Call Center—And How do I Outsource?

Coaching

Call Center Coaching: Beginners vs Tenured Managers

Outsourcing

Call Center Outsourcing: Everything You Need to Know

Training

A Contact Center Training Guide (for Call Centers Too!)

Preparing for the holidays

How to Prepare Your Contact Center for the Holidays

Reducing shrinkage

Reducing Shrinkage: Call Center Woes & How to Fix it

Staffing

A Guide to Call Center Staffing

Workforce management WFM

Call Center Workforce Management: A Detailed Guide

Industry-specific tips

How you run your call center can vary depending on the industry that you're in. In addition to industry guides, here are some customer stories about how different industries use Dialpad.

Healthcare call center best practices

Healthcare Contact Center Best Practices (+ Examples)

Shipping call center best practices card

How to Optimize a Contact Center for Shipping & Logistics

Education call center best practices

How to Set Up a Contact Center for Educational Institutions

Real estate call center best practices

How to Staff a Contact Center for Real Estate Businesses

Healthcare Care Rev story

How CareRev Grows with Its Contact Center Platform

Real estate Remax story

How RE/MAX Supports Over 140,000 Agents Worldwide

Saa S Power DMS story

How PowerDMS Gets All the Contact Center Analytics They Need

Professional services Rently story

How Rently Maintains an Impressive 4.5+ CSAT Score

Contact Center Whisperer Video Series

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Real-Time Assist Cards 101

Real-time assist (RTA) cards provide your team with live call coaching to help your team quickly answer customer questions. Learn more in this deep dive.
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Listen In, Barge, and Whisper

Features like listen in, whisper, and barge are designed to help your agents in real-time. Here's when to use them.
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What is Call Routing

Call routing is a crucial feature that helps contact centers manage calls and reduce wait times. Here's what you need to know.

Call center FAQs

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