Playvox

OCTOBER 19, 2021

Anecdotally, even the promise of substantially higher contact center agent salaries isn’t resulting in the number of qualified hires call centers need to fully staff up. With the holiday rush looming, an agent shortage could be detrimental to business. Don’t despair. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

NobelBiz

JULY 25, 2023

Join us as we navigate the landscape of Customer Interaction Analytics and its significant impact on customer-centric approaches in today’s business world. Diving Deep into Call Centers Customer Interaction analytics serves as the heartbeat of modern call centers. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). It is a key KPI for tracking call center performance. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. Below are four reports that we think are worth your time. See last week’s post criticizing the New York Times for being the latest to practice lazy journalism by joining in on the ‘robots will take our jobs’ hysteria.

Contact Center 57

Contact Center Call Center APIs outsourcing 57