Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Implement IVR post-call surveys to glean better insights from callers.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 52

Contact Center Management Abandon rate Call Center 52