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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. The Cloud. Calibrate regularly. Technology for Cloud Contact Center Best Practices.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Despite the cloud’s benefits—and much interest and talk about making the move—many contact centers have been slow to adopt. In fact, according to Gartner, 90 percent of global organizations still use on-premises call center software. Calibrate regularly. Gauge your QM process for consistency.