Fonolo

MAY 30, 2023

This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Global Response

MARCH 26, 2024

And there are some tried-and-true best practices to turn to. Enhance agent training and knowledge. The most basic first step is to ensure your agents are properly trained. It even improves agent morale by enabling them to solve problems more effectively. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62