Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. Another way to optimize agent performance is by providing them with the right tools and technology.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Hodusoft

JULY 19, 2023

Best practices for using inbound call center software Future of inbound call center software What is Inbound Call Center Software? Inbound call center software refers to a suite of tools and technologies used to manage and handle incoming customer calls within a contact center environment.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Vistio

MAY 4, 2022

The HFS OneOffice Hot Vendors are an exclusive group of emerging service and technology providers set to impact and disrupt the market. Vistio brings a mixture of technology, data, and methodology to help call centers to solve these complex problems. HFS analysts regularly speak with exciting start-ups and emerging players.

Average Handle Time 52

Average Handle Time Call flow Employee engagement Contact Center 52

Hodusoft

FEBRUARY 29, 2024

More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. MSPs must ensure that their call center is equipped with the right type of technology tools. Managing call volume can be challenging while maintaining service quality.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Balto

SEPTEMBER 7, 2022

At this point, each financial services center has an assortment of technologies that were never designed to work together in the first place. One of the most prominent issues raised by contact center operators in 2022 is the increasing workload , namely contact volume and average handling time.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

Balto

NOVEMBER 28, 2023

Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Some of these metrics include: First Call Resolution (FCR) Rate: Quantifies the percentage of inquiries that are fully resolved from the initial interaction, without requiring call rerouting or follow-up calls.

Quality management 52

Quality management Call Center Management Contact Center 52