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You’re a Call Center Administrator. How can you stay on top of the latest software tools?

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As a call center administrator, you have a lot of responsibilities: managing agents, monitoring performance, ensuring quality, and resolving issues. But you also need to keep up with the latest software tools that can help you optimize your operations, improve customer satisfaction, and increase efficiency. How can you stay on top of the ever-changing technology landscape without getting overwhelmed? Here are some tips to help you.

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1 Subscribe to relevant newsletters and blogs

One of the easiest ways to stay informed about the latest software tools for call center administration is to subscribe to newsletters and blogs that cover the industry trends, best practices, and reviews. You can find many online sources that offer valuable insights and tips on how to use different software tools, such as CRM, IVR, ACD, CTI, and WFM. You can also learn from the experiences and opinions of other call center administrators who share their challenges and solutions. By subscribing to these sources, you can receive regular updates and notifications in your inbox or feed reader.

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RUTH NNADI

UK Published Journalist & Int'l Newspaper Columnist| Graphics Designer | Microsoft Azure | CCNA R&S | OCA | SQL Expert | Certified Customer Service Professional | Technical Support/Helpdesk Engr. | Real Estate Agent
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By deploying Artificial intelligence tools. Constantly training and re-training out to your teams. Always reaching out and keeping in touch with your Customers.

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Richard Shutes

President of Inform Florida | 211 Steering Committee| Consultant | 211 & 988 Subject Matter Expert| Public Speaker| Mental Health Advocate| Partnerships
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Whatever your niche is there are a variety of software tools at your disposal regardless if you are a for profit or a non profit. Attend conferences and subscribe to newsletters and blogs that are often sharing important information with new technology. CRM systems, IVR systems, AI Chat bots, you name it, technology is changing every day, and you need to embed yourself in the dialogue. Look for other non-conventional areas as well such as Discord and Reddit.

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Jhonata G.

Engenheiro Eletricista | Investidor financeiro
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Geralmente através dos próprios softwares existentes na empresa, o fornecedor sempre nos atualiza com softwares recentes, para outros fabricantes através de noticias, pesquisas etc. Seguir empresas do setor no Linkedin também e úma ótima forma de ficar por dentro das novidades no mercado.

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Rebecca Ajayi

Corporate Communications || Reputation Manager
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Dedicate time to learning about new software tools through online courses, webinars, workshops, and industry conferences. Also, engage with other call center professionals and join online communities or forums where you can discuss software tools, share best practices, and learn from others' experiences.

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2 Join online communities and forums

Another way to stay on top of the latest software tools for call center administration is to join online communities and forums where you can interact with other professionals, ask questions, share ideas, and get feedback. You can find many platforms that cater to call center administrators, such as LinkedIn groups, Reddit subreddits, Quora spaces, and Facebook groups. You can also participate in webinars, podcasts, and online events that feature experts and influencers in the field. By joining these communities and forums, you can expand your network and learn from different perspectives and experiences.

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3 Take online courses and certifications

A third way to stay on top of the latest software tools for call center administration is to take online courses and certifications that can help you enhance your skills, knowledge, and credentials. You can find many online platforms that offer courses and certifications on various software tools, such as Udemy, Coursera, Skillshare, and edX. You can also look for vendor-specific or industry-specific certifications that can demonstrate your proficiency and expertise in using certain software tools. By taking these courses and certifications, you can update your resume and portfolio and boost your career prospects.

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4 Experiment with free trials and demos

A fourth way to stay on top of the latest software tools for call center administration is to experiment with free trials and demos that can help you test and evaluate different software tools before making a purchase decision. You can find many software vendors that offer free trials and demos of their products, such as Zendesk, Freshdesk, RingCentral, and Five9. You can also look for online reviews and comparisons that can help you narrow down your options and choose the best software tool for your needs and budget. By experimenting with free trials and demos, you can get a hands-on experience and see how the software tool works in practice.

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Jesus Ramos

SIP, Network+ Certified, Cloud Associate, Python/Django/SQL
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This is my personal favorite, it is important to document your work and include representatives from various roles in the demo and trial process to gather feedback from different perspectives before making a decision, once you've made up your mind consider contacting the manufacturer, often they can extend trial periods or provide discounts

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5 Ask for feedback and suggestions

A fifth way to stay on top of the latest software tools for call center administration is to ask for feedback and suggestions from your colleagues, managers, agents, and customers. You can solicit their opinions and preferences on what software tools they use, like, or dislike, and what features or improvements they would like to see. You can also conduct surveys, polls, interviews, or focus groups to gather more data and insights. By asking for feedback and suggestions, you can identify the gaps and opportunities in your current software tools and find ways to optimize them or switch to better ones.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ukamaka E.

Administrative Virtual Assistant | Customer Support | Strive in customer retention | Reduced scheduling conflicts by 25% through meticulous planning | Committed to saving 40 productive hours of your time weekly.
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I read industry blogs and join online communities to learn about trends Taking courses and attending events to deepen my knowledge and discover emerging software. My go to everyday is YouTube. Hands-on Exploration: Try free trials and demos to see how new tools work in practice.

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Bryn B.

Marketing & Communications Officer | Photographer & Videographer (Fashion, Editorial, Corporate, Events)
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Software training is something that should be provided by your employer. Failure to provide relevant training shows a lack of awareness from management. You should not have to to take it upon yourself to learn software or tools. Many customer service admin roles are data-entry, combined with telephone or written communication. These kinds of roles often require you to use many types of software, which can also change regularly. This is not really something which you can prepare for, only adapt and learn through practice.

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You’re a Call Center Administrator. How can you stay on top of the latest software tools?

1

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3

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6

1 Subscribe to relevant newsletters and blogs

2 Join online communities and forums

3 Take online courses and certifications

4 Experiment with free trials and demos

5 Ask for feedback and suggestions

6 Here’s what else to consider

Call Center Administration

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You’re a Call Center Administrator. How can you stay on top of the latest software tools?

1

2

3

4

5

6

1 Subscribe to relevant newsletters and blogs

2 Join online communities and forums

3 Take online courses and certifications

4 Experiment with free trials and demos

5 Ask for feedback and suggestions

6 Here’s what else to consider

Call Center Administration

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