COPC
JULY 20, 2023
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively.
CCNG
FEBRUARY 11, 2021
Yes we've always had work from home agents, they've been anywhere from 10%, 15%, maybe as high as 20% in most contact centers in terms of the overall work staff.but with the (pandemic) work environment, most agree we have never seen anything on this scale! Are we going to meet our service levels?,
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Fonolo
MARCH 19, 2020
The poorest-prepared — and so hardest hit — was been Expedia, followed closely by almost every other airline, Amex, Chase Bank, and Virgin Media. Travel-search tool Omio has seen booking reduce 30-40% in the last two weeks and a big spike in demand for customer service as worried customers look to cancel trips. “We
SharpenCX
OCTOBER 4, 2022
Enterprises in the airline, healthcare, and banking industries have all benefited from using Avaya’s solutions. You have loads of valuable contact center data, and your platform should support you by making it easy to take action on that data. Create custom metrics to gain more visibility into your call center.
Fonolo
JANUARY 29, 2019
respondents as the most frustrating aspect of the customer service experience. still prefer phone or voice as their primary customer service channel. The global cloud-based contact center market is expected to grow from (what was) USD 6.80 This keeps your employees happy and your call center on point! Thomas Laird.
Fonolo
JANUARY 5, 2021
Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo. Virtual queuing is a great way to reduce your Average Speed of Answer and maintain your agreed service level. But what exactly is it?
SharpenCX
APRIL 8, 2020
Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Give agents visibility into queue metrics. Get the ebook.
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