Agent Empowerment, CRM, First call resolution and Morale

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Agent Empowerment

CRM

First call resolution

Morale

Contact Center Workforce Management Best Practices

Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agent empowerment through self-service WFM tools often include self-service capabilities that are empowering for agents. That’s a goal on every call center manager’s radar these days!

contact center workforce

contact center workforce Best practices Contact Center Management

Improving First Call Resolution Rates

Global Response

MARCH 26, 2024

Yet many companies struggle with low first call resolution (FCR) rates. Strategies for improving first call resolution The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. Let’s take a look.

First call resolution

First call resolution Interactive Voice Response CRM Chatbots

Customer Contact Central

Contact Center Workforce Management Best Practices

Improving First Call Resolution Rates

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