2012 Benchmark Contact Center Management 
CX Global Media
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
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Callminer
AUGUST 1, 2017
Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind.
Balto
OCTOBER 31, 2022
Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce.
Serenova
JUNE 20, 2019
We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. Performance management tools can help here.
Comm100
FEBRUARY 5, 2018
A standalone knowledge base can aid workflows relating to customer queries, internal problem resolution, HR queries or even project management processes. This leads them to waste time asking colleagues or managers where this information can be found – time that could be used more productively. The Problem with Internal Communication.
Vistio
SEPTEMBER 20, 2021
And in 2012, I decided to make the jump to the indirect or referral partner channels, where a lot of these big Gartner ranked vendors across contact center and unified communications and networking have these really robust programs that enable partners, or referral brokers, or agents to basically add value around the purchasing process.
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