NobelBiz

MARCH 19, 2024

Historical Dashboards: Preserving the Journey Historical dashboards act as time capsules, preserving the rich context of the customer journey across time. Watch video 8 Key Metrics that every call center dashboard should have 1.

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OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Call centers should resist the attitude that “supervisors will pick it up as they go.”

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Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Find Out the Rest of the Trends: Contact Center Trends 2021.

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Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Call centers have to constantly work to improve their key performance metrics.

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