Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Industry Report: State of the Contact Center 2022. The benefits?

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Noble Systems

OCTOBER 21, 2020

Your customers don’t have to repeat themselves and your agents can quickly access their data – not only from this call, but from previous ones as well – for faster service and a better experience. Ensure the best service each and every time with an ACD that lets you distribute calls based on skills.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

aircall

DECEMBER 28, 2020

Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Many companies have found that it’s a good strategy to assign a buddy to new employees, so they have someone to ask questions in addition to their manager. Support agent burnout.

Analytics 62

Analytics Call Center Agent burnout Metrics 62