Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. It’s always been a challenge to recruit and retain talented agents. Higher queue times. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. What is Call Center Workforce Management? Put simply, your call center workforce refers to your agents. Agent burnout. Shift scheduling systems.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. It is challenging to offer a good customer experience when customers hate long wait times.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1 1 Average Handling Time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52