Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level. Meeting the Industry Standard of Service Level. By identifying and understanding our shortfalls, we can begin the journey of improving, growing, and thriving.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Taylor Reach Group

MARCH 19, 2018

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds. Average Speed of Answer (ASA).

Service level 92

Service level Abandon Call Wait times Call Center 92

Monet Software

DECEMBER 13, 2018

LOS ANGELES – DECEMBER 03, 2018. With Monet WFM, Genesys customers can improve service levels, reduce costs and improve employee morale with more predictable, flexible and efficient scheduling and staffing. Monet is proud to join the growing ecosystem of Genesys PureCloud and AppFoundry.

Management 48

Management contact center solutions Morale Contact Center 48

Dialer 360

JUNE 19, 2018

Ensure your contact center continuity in the year 2018 and beyond with this technique! Clearly define the subject of training to the agents- it improves their morale and interest level. Training increase and improve services level. Keep doing this for more! Tips for coaching sessions.

Customer Service 20

Customer Service Call Center Coaching Contact Center 20