Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. You can pair this with gamification that encourages learning. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call.

Call Center 52

Call Center Scripts contact center solutions Coaching 52