Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Optimize individual efficiency – Ensure there is enough ‘refresh time’ to have people running 100% when on the queue. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah.

call center software 210

call center software Call Center Contact Center Analytics 210

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. This is their story. The Path to Leadership. The information is all over the place.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CSM Magazine

OCTOBER 15, 2018

It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. 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.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. This is their story. The Path to Leadership. The information is all over the place.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Natalie Petouhof

SEPTEMBER 1, 2016

To calculate costs, we look at the cost of the technology and implementation (see Figure 1). The payroll costs include the expenses of a manager part-time as well as the cost of 10 part-time customer service agents with 40 percent of their time spent on social customer care and 50 full-time customer care social media professionals.

Airlines 45

Airlines Customer Service Customer Care Metrics 45