OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Updated Technology Solutions. Your system needs to be equipped with the needed technology and tools.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

FEBRUARY 7, 2013

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. Although it can sometimes feel like hold times in your contact center are out of your control, there are usually one of several easily-identifiable causes to blame. Long call handling times.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

NobelBiz

OCTOBER 17, 2023

For call centers, ensuring that remote agents have access to consistent, reliable, and secure technology is of utmost importance. This change demands effective tech solutions that can maintain, if not elevate, the quality of service provided by agents working from various locations.

Call Center 59

Call Center Management Contact Center Analytics 59