Serenova

AUGUST 25, 2020

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Monet Software

APRIL 9, 2018

billion by 2023, rising at a market growth of 17%. At the contact center the answer is obvious: merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. Why is this happening?

Analytics 48

Analytics Marketing Contact Center Customer retention 48

Babelforce

SEPTEMBER 22, 2023

Agent burnout refers to the physical, emotional, or mental exhaustion experienced by contact center agents. Start Focusing on Agent Wellbeing According to the Call Centre Management Association (CCMA), there are four core ingredients to agent wellbeing. times more likely to report at least one symptom of burnout.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52