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.” Managing a contact center has a unique set of challenges.
Fonolo
NOVEMBER 21, 2017
So, management had an emotional connection to it. It acquired PrairieFyre in 2013, then Aastra (for $400m!) What’s Inside: Lower Abandon Rate. But “being a networking company” was core to Avaya’s identity for many decades. It’s quite a saga, really.) Mitel Acquires Shoretel. Mitel Acquires Shoretel. Decrease Handle Time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
FEBRUARY 7, 2018
When I heard about this deal, the historic parallel that jumped out at me was the Genesys-EchoPass deal of 2013. Echo pass was managed services provider. The company’s management team is almost entirely changed over from the pre-bankruptcy crew. What’s Inside: Lower Abandon Rate. Analysis from Opus here.).
CSM Magazine
JULY 28, 2015
When technology was deployed, it was predominately committed to optimizing the BPO infrastructure and managing “bums in seats” BPO suppliers focused on solutions that could mitigate operational costs and driving process efficiency. In 2015, BPO needs to move beyond managing call center bodies.
Babelforce
SEPTEMBER 3, 2020
Abandon Rate. Abandon rate is simply the proportion of customers who give up while waiting to reach the right resource (generally an agent.). When a lot of customers abandon, it signals an over-long wait time or negative queuing experience. Learn how to improve your contact center abandon rate here. ).
Expert insights. Personalized for you.
176 
Let's personalize your content