Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Fonolo

APRIL 7, 2022

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores.

Call Center 67

Call Center Contact Center Average Handle Time First call resolution 67

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for more ways to leverage your IVR to free up agents for the most complicated needs requiring human touch. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for every way you can leverage your IVR to free up agents for the most complicated needs requiring human touch. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Once an employee reaches burnout stage, you’re in crisis mode. It develops silently over time. Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100