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. These resources include time, staff, technology, and processes. Employees who use it report having a better work-life balance and improved morale.

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. Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. Implement effective call routing.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

bold360 Blog

AUGUST 31, 2020

Let’s look at a few of the most commonly deployed CSS tools: Conversational AI chatbots: Modern chatbots interact with customers in conversational ways, understanding their questions and offering the right responses or content resources in natural language (the underlying technology is called Natural Language Processing or “NLP” ).

Self service 52

Self service Chatbots Agent Empowerment Morale 52