Fonolo
MAY 31, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?
Fonolo
MARCH 28, 2019
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?
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SharpenCX
NOVEMBER 17, 2020
They skip the one-off events and gimmicks, like cheap pizza parties , that feel more like “forced fun” (that are literally never fun). And, they give their employees trust and space to make judgment calls that will create a happy, loyal customer. The more happiness you can conjure, the better your call center experience.
Fonolo
JANUARY 23, 2018
The call center experience is under great scrutiny from today’s consumers. Sometimes call volume spikes in a predictable pattern, based on time-of-day or day-of-week. Sometimes spikes are from unforeseen events: the network is down, a product got recalled, etc. Phone Calls Are Essential. Plus So Much More!
Fonolo
SEPTEMBER 12, 2017
Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. A less obvious advantage of call-backs is the ability to lower contact center costs.
Fonolo
DECEMBER 5, 2017
This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. Let’s see what the panel has to say.
RapportBoost
NOVEMBER 5, 2018
We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. We are going to talk about training, how to train your chat agents to drive profitability, and how to implement change the contact center. Take a listen!
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