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 176

Contact Center Gamification Call Center Average Handle Time 176

pindrop

JUNE 10, 2020

How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. For contact centers, a real-world example could be gleaned from AI improperly trained on international calls. Bias exists everywhere in our society. What is Bias, and Why Does it Matter in Technology?

Contact Center 121

Contact Center Finance Engineering call center professionals 121

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

TeleDirect

APRIL 6, 2022

How is Contact Tracing Done? | How Does Contact Tracing Work? | How Do Call Centers Help with Healthcare-Related Communication? | Since the onset of COVID-19 back in early 2020, public health authorities have made efforts to detect, monitor and slow the spread of the disease. What is Contact Tracing?

Healthcare 48

Healthcare call center professionals Call Center Contact Center 48

Callminer

JANUARY 18, 2021

” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226