Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. It’s a great idea – and an obvious one.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

AUGUST 21, 2023

Strategic goals aren’t simply call center metrics. Other goal-setting measures like objectives or key performance indicators (KPIs) (which are quantitative metrics to show progress) can help you achieve strategic goals, but do not stand alone to drive change. Fast resolution times? Consistent, branded messages?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

DECEMBER 10, 2019

Did your agents consistently meet First Call Resolution every month and top the charts in CSAT ? And, pair metrics together to get a better picture of what your data means for your year in review. Turn to your data and call center metrics best practices to help inform your decisions in the year ahead.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Hodusoft

JANUARY 1, 2024

If trends are to be believed, digital banking users in the United States are projected to grow year-over-year to nearly 217 million by 2025. In this blog, we will delve into the importance of virtual banking and the role of Contact Center Software in streamlining remote financial services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

ViiBE Blog

FEBRUARY 9, 2021

Importantly, field service management is a rapidly growing industry. Currently valued at $3 billion USD, the field service management industry is expected to grow to $5.1 billion USD by 2025. The impact of field service management. Structuring your business around the customer’s needs is paramount these days.

Management 52

Management Customer centricity B2C CRM 52