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 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

JUNE 23, 2021

Looking into the quality and efficiency of agent’s calls gives you a lot of helpful data, so you know where to improve performance. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center. Active Contact Resolution.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

3CLogic

NOVEMBER 10, 2021

Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

CSM Magazine

OCTOBER 6, 2021

Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. Using Calabrio WFM, leaders discovered ways to assist agents such as: specialised equipment, modified schedules, updating procedures, resolving IT connectivity issues and/or coaching when needed. ANALYTICS COMPETITION WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52