2020 Analytics Call center experience First call resolution 
Fonolo
MAY 16, 2023
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.
aircall
JANUARY 24, 2022
Call whispering – Allows an individual to listen in on calls and whisper a few words of advice without the caller hearing them. Call routing – Automatically route calls to the right person or department for first-call resolution. Willingness to escalate difficult calls.
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