Quality Contact Solutions
MARCH 22, 2021
Goal setting & metrics for the inbound call center. First, you must determine the most crucial goal that will drive your business’s satisfaction and, more importantly, your customers. Is it first call resolution %, service level %, the average time to answer, etc.?
Fonolo
MARCH 17, 2022
How to Foster Agent Engagement in a Hybrid Contact Center. You should include industry-standard qualifications, as well as requirements that your contact center currently could use. The interview is your most insightful look into how a candidate will perform in a call center management role.
Global Response
MARCH 1, 2022
They want to provide great customer service, but also need to make sure their call center agents have support to perform optimally. In this situation, the business should track speed of answer and first call resolution. With Global Response, first call resolution is our gold standard.
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