Abandon rate Employee engagement First call resolution Management 
Fonolo
SEPTEMBER 21, 2021
As a call center leader, you rely on your call center managers to ensure everything runs smoothly. All companies have different methods for measuring call center performance, including productivity and efficacy of operations. But, who evaluates the call center manager? Top KPIs for call center managers.
VirtualPBX
JUNE 6, 2024
The right mix of outbound and inbound calling can set the stage for dynamic, loyal, and brand-centric customer relationships. Managing calls coming in to your business successfully effectively bolsters brand reputation and maintains or even improves customer relationships.
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Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. 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.
SharpenCX
JUNE 23, 2021
You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. It can be hard to manage. So, start with KPIs to shape your performance management and build a plan to reach your goals. Did you and your WFM managers staff your call center appropriately?
Fonolo
DECEMBER 13, 2022
A business development plan should be a living document, constantly updated with your call center’s objectives, goals, financial information, milestones, and methods to measure progress. You have tons of project management software to help you keep things organized — from Asana to monday.com. Call center agents . Managers .
Fonolo
DECEMBER 15, 2022
Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. First, audit the quality of service that your call center is currently offering.
Fonolo
AUGUST 17, 2021
Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. Call center performance doesn’t only rest on your agents’ shoulders. But it’s not enough.
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