NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc. This is not a straightforward exercise. By: Colin Taylor. The Status Quo.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Fonolo

NOVEMBER 23, 2021

After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

teleopti

MARCH 25, 2019

For many years, contact centers have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. For the purposes of this exercise we throw the spotlight on the advantages of Erlang A and how they relate to automated Workforce Management (WFM) solutions.

Abandon rate 71

Abandon rate Service level Contact Center Wait times 71

Fonolo

JANUARY 31, 2023

Contact center training in the most successful contact centers is an ongoing process — for every employee from the top down. Training topics may include things like: Compliance training QA training Technology/software training Sales/customer service training Why is Call Center Training So Important? Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Taylor Reach Group

AUGUST 26, 2020

In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. Most contact center want to improve on this element, but how? This case study provides some ideas as to how to tackle improving FCR in a contact center. By Turaj Seyrafiaan. Measuring FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121