Callminer
DECEMBER 17, 2019
When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Many call centers have trouble adopting modern practices. Better Agent Performance. Sales Pursuits.
Fonolo
NOVEMBER 17, 2020
Snow of Ventana writes , “90 percent or more of most contact center’s operating budget is allocated to keep existing processes and systems running,” rather than improving agent support bolstering contact center resources. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry.
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