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. One solution to this problem is to increase the capacity of call center agents.

Best practices 52

Best practices Contact Center Abandon rate Management 52

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time. Improving inbound call wait times.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This means our definition of agent productivity needs a bit of an update. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

ShepHyken

MARCH 20, 2023

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Anytime I have a chance to read anything put out by the people behind the research, I take the time to do so, and you should, too!

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43