Fonolo

MARCH 17, 2022

Since the call center industry is known for high attrition rates, managers play a key role in retaining strong agents. This requires empathy, which can be helpful when providing constructive feedback and support. Coping with Labor Shortages in the Contact Center. Team management experience. Analytical skills.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

APRIL 16, 2019

The beauty of “efficiency” features like call-backs lies in their ability to create an environment that supports positivity and alacrity even before the call has begun. In turn, everything that happens within that environment is more constructive, as the parties start the call predisposed towards flexibility.

Call Center 108

Call Center Contact Center Engineering Construction 108

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Share responsibility and construct a common goal. 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.

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. Sometimes, there just aren’t enough agents available to handle all the calls coming in. Handpicked related content: 7 Things Great Call Center Managers Do Every Day. More on that shortly.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62