Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

JustCall

APRIL 9, 2024

Call center life can be a rollercoaster ride. One minute, your agents are cruising along; the next, they’re buried in a mountain of calls. Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success. But fear not.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

bold360 Blog

AUGUST 31, 2020

Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. CSS tools, unlike human agents, are available 24/7 across multiple channels. CSS Tools Go Beyond the Chatbot.

Self service 52

Self service Chatbots Agent Empowerment Morale 52

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. Review survey responses and analyze call recordings to understand why specific calls weren’t resolved the first time.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62