JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Skybridge

JUNE 10, 2020

How are your agents doing during this unprecedented, often confusing, sometimes painful time? When I’m asked to share tips on keeping at-home agents engaged, I can’t avoid the obvious first answer: either invest in the technology, the management team, and the process redesign – or choose a BPO that has made that investment.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Fonolo

JANUARY 31, 2022

Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. If you’re not already conducting regular customer surveys , it’s time to get started. Fonolo has a handy playbook with tips on how to improve your CSat score. 5 Ways to Help Agents Stay Productive.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

ShepHyken

MARCH 20, 2023

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! Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 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

Fonolo

JANUARY 25, 2022

Although it sounds technical, WFO is just a fancy way of speaking to the management of all things call center-related in a way that boosts agent productivity and overall call center performance—however, there is a lot involved in developing a successful WFO strategy, and we have you covered with all the details.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81