Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. A more solid solution in this time of uncertainty is to create a contact center working environment that is agile enough to adapt quickly to changing conditions and not miss a beat.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. The segmentation of tools leads to silos.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. The Noble Workforce Optimization Suite. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer.

Management 86

Management Gamification Quality management Schedule adherence 86

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. The post Sell the Value of Data Insights to the C-Suite appeared first on inContact Blog.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Hodusoft

NOVEMBER 29, 2022

Choosing the right contact center software is essential for success. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. It has higher rates of dropped calls than other tools.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Fonolo

MAY 7, 2015

Your contact center agents are on the front line every day, which makes them best positioned to tell you what’s important to customers, themselves and their colleagues, what’s working (and what isn’t), and what the competition is up to. Handpicked related content for you: Top Customer Service Blogs to Read in 2020.

Call Center 126

Call Center Management Contact Center Coaching 126