RapportBoost

NOVEMBER 5, 2018

Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel. I am here today because I have helped a lot of Contact Centers transition to profit centers with chat.

Contact Center 40

Contact Center Scripts Sales Metrics 40

Fonolo

JUNE 30, 2020

The reality is, your next great hire isn’t going to present themselves on a silver platter. Many of your candidates will not necessarily picture themselves as a call-center extraordinaire, but rather, a skilled and capable professional who can adapt to the job you’re hiring for. Why is it so difficult to find good agents?

Call Center 136

Call Center Contact Center Construction Scripts 136

Fonolo

OCTOBER 30, 2018

In WestJet’s Night Before Christmas ad, passengers were asked by a virtual Santa what they wanted most for Christmas and, upon their arrival, a wrapped present was presented to them on the luggage carousel. to highlight how T-Mobile is striving to create a more positive call center experience for its customers.

Marketing 164

Marketing Customer Service Advertising Call Center 164

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.

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Unfortunately, call-backs are still a relatively rare call center experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

Global Response

MARCH 1, 2022

First contact resolution (sometimes called first call resolution) is a KPI that measures how frequently a customer’s question or concern is resolved the very first time they contact you. The more quality factors present in a call, the higher the score will be—and the more satisfied customers will be with their service.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. According to cxtoday.com , 96% of contact centers admit they face challenges in maintaining compliance.

Call Center 59

Call Center Management Contact Center Analytics 59

NobelBiz

MAY 22, 2022

The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP.

call center workforce 52

call center workforce Call Center Management Gamification 52

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. So, when questions surfaced about how to protect agents, and how to address all the stresses of the (sometimes-maddening) call center experience, I put my optimistic hat on and thought, “let’s talk about it!”.

Call Center 67

Call Center Agent Empowerment Management Coaching 67