Fonolo

FEBRUARY 17, 2022

After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. . Your first step to keeping agents happy and working efficiently is creating and executing a thorough call center workforce management (WFM) strategy. . What is call center workforce management? .

call center workforce 87

call center workforce Call Center Management Contact Center 87

Fonolo

MAY 19, 2022

From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention. Industry Report: State of the Contact Center 2022. The Shift to Remote Work.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention. Industry Report: State of the Contact Center 2022. The Shift to Remote Work.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022. Customer experience. Voice Call-Backs.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? Why do metrics matter? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52