Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.

Contact Center 135

Contact Center Consulting Consulting call center association 135

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. How Has COVID Changed the Contact Center?

Contact Center 147

Contact Center Coaching call center association Call Center 147

Expivia

MAY 9, 2021

If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center? 11 Steps to Master Call Quality Monitoring.

Call Center 98

Call Center Education call center association Analytics 98

24-7 InTouch

OCTOBER 21, 2021

One trend seen consistently across industries is the increase in funding for digital transformation initiatives. In comparison, a similar survey in 2017 indicated the same percentage were implementing digital strategies solely for the associated cost savings. . What Does this Trend Towards Digital Investment Mean?

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Expivia

MAY 13, 2021

If you truly want to do QA (quality assurance) right, you need to keep looking for the latest trends and best practices. Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center? 10 Steps to Master Call Quality Monitoring.

Call Center 52

Call Center Education call center association Analytics 52

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. While being an in-game coach is important, we also must review past “game film” to correct trends.

Quality management 52

Quality management Call Center Management Coaching 52