OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. This year, contact centers will see an increase in the number of implementations for performance management solutions. Measure Your Performance, and You’ll Go Far.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

JANUARY 18, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. What is a call center management system?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. What is a call center management system?

Best practices 52

Best practices Call Center Metrics Management 52