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

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

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. 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.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52