Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That will shift in 2016, as self-service will become a critical factor in any successful multi-channel strategy.
Callminer
AUGUST 1, 2017
Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Errors happen.
CSM Magazine
OCTOBER 15, 2018
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.
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