JustCall

APRIL 9, 2024

Brand reputation: During unexpected peaks, call centers may not have enough agents to attend to the incoming call volume. The extended wait times result in poor customer experiences, and negative feedback can harm a company’s reputation. Negative customer experiences impact customer retention rates and overall brand perception.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. This flexibility helps achieve optimal staffing levels and a seamless customer experience. Successful and high-performing agents can be assigned critical or complex tasks. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

OCTOBER 15, 2019

That’s why one of the great highlights of each year is the ONE Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. This year we also launched our first-ever analytics competition , so there was even more to celebrate. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16