VocalCom

JUNE 22, 2020

According to a Toister Solutions research, one of the top five challenges plaguing call center agent performance is how much of agents’ time gets sucked up by low-value work and the lack of context agents have about their customers. Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

NobelBiz

MARCH 19, 2024

Utilizing Call Center Dashboards : Real-world Examples Example 1: An Overwhelmed Call Center : During peak hours, a call center experiences a surge in call volume, resulting in increased wait times and customer dissatisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

NOVEMBER 17, 2020

2) The Cloud Will Reign Supreme. The Cloud Contact Center is predicted to become the number one platform of choice for many businesses in 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Nina TM : Virtual Assistant by Nuance.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62