Effective contact center management is essential to running a contact center. It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). But it’s equally likely that you’re so bogged down with managing the everyday realities that you can’t see the forest through the trees.
That is, you can’t see just how cluttered the contact center has become.
From staffing and training to managing operations and tracking KPIs, you spend too much time keeping a contact center running instead of doing what you do best: Connecting with customers.
That’s where Quiq comes in. Our Conversational AI Platform uses breakthrough technology to make it easier to engage customers, whether through live chat (also known as web chat), text messaging, or social media.
Let’s take a look at ways to improve your call center efficiency and how Quiq can help you reduce the clutter with 9 effective call center strategies in a handy infographic:
What is Contact Center Management?
Contact center management is the practice of overseeing all aspects of a contact center to ensure it consistently delivers exceptional customer service. This includes managing day-to-day operations, aligning teams, implementing strategies, and leveraging technology to create efficient and satisfying customer experiences.
At its core, contact center management involves responsibilities like workforce scheduling, performance tracking, and customer experience oversight. Managers must ensure the right number of agents are available at the right times, and that those agents are supported with the tools and coaching they need to succeed.
A critical part of effective management is maintaining consistency across all communication channels—whether customers are reaching out via phone, live chat, SMS, or social messaging. Customers expect seamless experiences, and it’s the job of contact center leadership to make that happen.
Contact center management also includes implementing smart strategies to drive better results. Techniques like skill-based routing ensure customers are connected with the most qualified agents, while self-service tools empower users to resolve issues quickly on their own. Together, these strategies enhance operational efficiency and improve customer satisfaction—two key outcomes of strong contact center management.
What Does a Successful Contact Center Manager Look Like?
Behind every high-performing contact center is a skilled manager who acts as the foundation of effective contact center management. This role requires balancing people, performance, and technology to keep operations running smoothly while driving customer satisfaction.
A successful contact center manager is a strategic thinker—someone who doesn’t just manage the present but plans for the future. They design and implement forward-thinking contact center strategies that improve operational efficiency and enhance the customer experience.
They are also data-driven decision-makers, skilled at interpreting performance metrics and turning insights into action. Strong contact center management means identifying trends, adjusting workflows, and setting measurable goals that lead to real results.
As an empowering leader, the manager coaches agents regularly, helping them adopt successful call center strategies that build confidence and improve every customer interaction.
Today’s managers must also be tech-savvy operators, leveraging tools like CRMs, AI agents, and workforce management systems to streamline workflows and scale customer support without sacrificing quality.
Lastly, a great manager is a customer advocate, aligning team performance with broader service goals—a defining trait of contact center management excellence.
The 9 effective call center strategies recap
Check out these call center strategies below:
- Streamline your current system.
- Boost agent productivity and efficiency.
- Drive down costs.
- Manage seasonal spikes and fluctuating demands.
- Remove friction.
- Improve the quality of your conversations with rich messaging.
- Engage more qualified leads.
- Increase conversions.
- Increase customer satisfaction.
1. Streamline your current system.
How do you currently connect with your customers? Fielding phone calls, emails, and the occasional DMs can leave communications scattered and your systems fragmented.
Here’s what can happen if you don’t have a single, consolidated platform:
- Customer conversations can slip through the cracks.
- Your team wastes time switching between apps, programs, and windows.
- Disparate technology becomes outdated and overpriced.
- With no support for asynchronous communication, conversations can only happen one at a time.
- Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process.
Quiq lets your agents connect with customers across various channels in a single platform. You’ll improve your contact center operational efficiency with conversations, survey results, and performance data all in one easy-to-use interface.
2. Boost agent productivity and efficiency.
How do your customer service agents go about their day? Are they handling one call at a time? Reinventing the wheel with every new conversation? Switching between apps and email, and phone systems?
Outdated technology (or a complete lack of it) makes handling customer conversations inherently more difficult. Switching to a messaging-first strategy with Quiq increases the speed with which agents can tackle customer conversations.
Switching to asynchronous messaging (that is, messaging that doesn’t require both parties to be present at the same time) enables agents to handle 6–8 conversations at once. Beyond conversation management, Quiq helps optimize agent performance with AI-enhanced tools like bots, snippets, sentiment analysis, and more.
3. Drive down costs.
It’s time to stop looking at your contact center as a black hole for your profits. At the most basic level, your customer service team’s performance is measured by how many people they can serve in a period of time, which means time is money.
The longer it takes your agents to solve problems, whether they’re searching for the answer, escalating to a higher customer service level, or taking multiple conversations to find a solution, the more it impacts your bottom line.
Even simple questions, like “Where’s my order?” inquiries, needlessly slow down your contact center. Managing your contact center’s operations is overwhelming, to say the least.
Need a Quiq solution? We have many. Let’s start with conversation queuing. Figuring out a customer’s problem and getting to the right person or department eats away at time that could be spent finding a solution. Quiq routes conversations to the right person, significantly reducing resolution times. Agents can also seamlessly loop in other departments or a manager to solve a problem quickly.
Beyond improving your contact center strategies and operations, messaging is 3x less expensive than the phone.
4. Manage seasonal spikes and fluctuating demands.
All contact centers face the eternal hiring/firing merry-go-round struggle. You probably get busy around the holidays and slow down in January. Or maybe September is your most active season, and your team shrinks through the rest of the year. While you can’t control when you’re busy and when you’re slow, you can control how you respond to those fluctuations.
Manage seasonal spikes by creating your own AI agent using Quiq’s AI engine. Work with our team to design bot conversations that use Natural Language Processing (NPL) to assist customers with simple questions. AI agents can also improve agent resolution times by collecting customer information upfront to speed up conversations.
Daily Harvest’s AI agent, Sage, was able to contain 60% of conversations, which means their human agents saw a vast reduction in call volume. Perfect for managing the holiday rush.
5. Remove friction.
How hard is it for your customers to contact your help center? Do they have to fill out a web form, wait for an email, and set up a phone call? Is there a number in fine print in the depths of your FAQ page? Some companies make it difficult for customers to interact with their team, hoping that they’ll spend less money if there are fewer calls and emails. But engaging with customers can improve company perception, boost sales, and deepen customer loyalty.
That’s why Quiq makes it easy for your team and customers to connect. From live chat to SMS/text and Google Business Messaging to WhatsApp, customers can connect with your team on their preferred channel.
6. Improve the quality of your conversations with rich messaging.
Email and phone conversations are, in a word, boring. Whether you’re an e-commerce company selling products or a service provider helping customers troubleshoot problems with their latest device, words aren’t always enough. That’s why Quiq offers rich messaging.
What is rich messaging? It’s an advanced form of text messaging that includes multimedia, like GIFs, high-resolution photos, or video. It also includes interactive tools, like appointment scheduling, transaction processing, and more.
You can use rich messaging to give customers a better service experience. Whether sending them product recommendations or a video walkthrough, they’ll get a fully immersed experience.
7. Engage more qualified leads.
Do leads die in your contact center? Let’s face it: your contact center isn’t the place to handle high-value leads. Yet when warm leads find themselves there, you need a way to track, qualify, and engage them.
Here’s where AI agents can help with marketing. Quiq’s AI agents can help you identify qualified leads by engaging with your prospect and collecting information before it ever gets to your sales team.
A great example we’ve seen is from General Assembly. With the Quiq team by their side, they created an AI agent that helped administer a quiz and captured and nurtured leads interested in specific courses. This helped them strengthen the quality of their leads and achieve a 26% conversion rate, which leads us to our next factor for an effective call center strategy.
8. Increase conversions.
If you haven’t stopped viewing your call center as a cost center, this next topic should change your mind. While many contact center strategies focus on customer service, which can lean heavily toward complaints and post-purchase problems, there’s also tons of profit potential via effective contact call center strategies.
Adding messaging to your contact center opens up more opportunities to engage with your customers across the web. Live chat is a great way to talk to your customers at key points in the buyers’ journey. Using an AI agent to assist shoppers in navigating your website makes shoppers 3x more likely to convert to a sale than unassisted visitors.
Combining AI and human agents with Quiq’s conversational platform gives your customers the best experience possible without adding to your contact center’s workload—and it can lead to an 85% reduction in abandoned shopping carts. Plus, Quiq integrates with your ERP system so customer data is always at your team’s fingertips.
9. Increase customer satisfaction.
Customer satisfaction is likely your call center’s #1 goal. Outdated phone systems and substandard technology aren’t the best solution to improve call center agent performance.
Quiq empowers agents to be more efficient, which reduces your customers’ wait time and helps ensure customers get the best service possible. Quiq customers often increase their customer satisfaction ratings by about 15 points.
And the best way to increase your ratings? With regular, in-context surveys. Our agentic platform helps you and your agents get instant customer feedback. Customers can seamlessly respond to surveys right from within the channel they used to connect with your customer service.
Give contact center clutter a Quiq goodbye with effective call center strategies.
There’s no place in an efficient business for a cluttered contact center. Outdated systems, slow processes, and a lack of support can overwhelm your agents and keep them from performing their best for your customers.
Now that you’re equipped with ways to improve call center efficiency, it’s time to see it in action. Quiq’s Agentic AI Platform empowers your team to work more efficiently and create happier customers.