Fonolo

JANUARY 11, 2022

Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. This is a service that will put callers on a virtual hold and will call them back when it’s their turn. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. Mihai Corbuleac.

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. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. This is their story. The Path to Leadership. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ James Pollard. theadvisorcoach.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. This is their story. The Path to Leadership. So, that metric? HR, Talent, Time Management, Benefits and Payroll. Learn more at ADP.com. About CSPN.

Customer Service 67

Customer Service Metrics Call Center Banking 67