CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Types of Call Center Dashboards So what types of call center dashboards are there?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

3CLogic

JUNE 23, 2023

In the contact center and service management industry, voice AI presents a tremendous opportunity to both receive and provide information to users in new ways, and ultimately deliver better services experiences. times faster than their peers. Intelligent Call Routing Gone are the days of “dial 1 for customer service.”

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52