article thumbnail

Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

Different Types of Call/Contact Center Professionals In an average call/contact center, there are three types of contact center professionals and they are: Call/Contact Center Manager As the name makes it extremely clear, a call/contact center manager is a professional who manages a call/contact center.

article thumbnail

Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better

Hodusoft

It gains more ground in 2010, especially in helping with big data analysis. Natural language processing leads to ease of use for customers who access chatbots or IVRs. Since machine learning is part of AI in contact center solutions, the system actually learns and improves, recognizing and adapting to patterns as well as behaviors.