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. By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime. higher adherence rate than those without.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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

bold360 Blog

AUGUST 31, 2020

You will need to maintain agility, the capacity to flex and scale your service deployment to meet evolving customer demands. Flexibility: It’s more critical now than ever that you meet customer demands for flexibility, blending CSS tools and your human agents in order to provide scalable, always-on support in today’s “new normal.”

Self service 52

Self service Chatbots Agent Empowerment Morale 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. 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

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. It’s time to use it. We’re here to help.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52