Abandon rate Agent burnout Contact Center Customer Experience 
Playvox
OCTOBER 19, 2021
If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. unemployment rate was 5.4% Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. This difficulty includes finding contact center agents.
Fonolo
AUGUST 3, 2021
This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call length is an analytic that informs reporting on First Contact Resolution (FCR). Important call center KPIs.
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Fonolo
OCTOBER 12, 2021
If you’re looking to boost your performance metrics and optimize your processes, rearranging your contact center space is a good place to begin. But how do seating arrangements really factor into your contact center, and is it worth the time and initiative? How to Foster Agent Engagement in a Hybrid Contact Center.
Playvox
APRIL 6, 2023
Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. Essentially, you are spending money on labor you don’t need.
Playvox
JULY 31, 2023
Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. In today’s “work from anywhere” world, agents must have access to timely and transparent data so they have a clear understanding of their performance metrics.
NobelBiz
MARCH 6, 2023
Predictive dialer software is a computer program that contact centers use to automate outbound calls. It automatically dials multiple phone numbers simultaneously and uses algorithms to predict when an agent will be available to handle a call. What is Predictive Dialer Software? Let’s start with the basics.
NobelBiz
FEBRUARY 21, 2023
Call centers must implement an ideal client experience more than before to differentiate themselves. However, delivering a seamless customer experience is challenging. Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. What is a call center callback option ?
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