Fonolo

SEPTEMBER 27, 2016

Make sure your agents know what’s going on in the call center, as well as the metrics and benchmarks that they’re being measured against. Give them financial information so that they can see the real impact of the decisions they make. No sacred cows … watch out for any processes that are time vampires.”

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Fonolo

NOVEMBER 17, 2020

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. A Knowledge Base is Crucial to Online Services.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

Curate a knowledge base. What is call center training? Call center training is any course, seminar, video, coaching session or other activity that teaches the skills and behavior required for success in a call center. Read the full story here: 7 Tips for Success from Call Center Professionals.

Call Center 96

Call Center Gamification Coaching Contact Center 96