Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves. Improved customer satisfaction and increased agent productivity. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

DECEMBER 16, 2022

2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023.

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

bold360 Blog

AUGUST 31, 2020

CSS tools, unlike human agents, are available 24/7 across multiple channels. Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Contact Center Pipeline

MARCH 18, 2015

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate call: An upset agent can actually cause their next caller to become irate. Have you ever seen this?

Agent Empowerment 113

Agent Empowerment Management Morale Contact Center 113