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.
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.
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.
On-premises vs. Cloud Contact Centers: A Complete Guide
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.
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.
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.
How PowerDMS Gets All the Contact Center Analytics They Need
Contact Center Whisperer Video Series
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.
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.
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
Call center vs. contact center: What's the difference?
Although "call center" and "contact center" are often used interchangeably, one of the key differentiators is that call centers typically only handle phone calls.
Contact centers may receive inquiries from other channels like live chat—it's not just phone calls.
We've written about the differences between contact center and call center in more detail on our blog.