Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. What is call overflow?

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth. We are excited to have Fonolo sponsor this year’s event.

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. What have you done to promote great customer service?

Call Center 75

Call Center Contact Center Construction call center professionals 75

JustCall

APRIL 12, 2023

This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud. This lack of coordination harms the customer experience your business is trying so hard to build. Why Go Virtual?

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Pointillist

NOVEMBER 11, 2019

.” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center. must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. But this is not all.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Fonolo

NOVEMBER 13, 2014

Finding your next great employee — someone who will help your call center be successful— is no easy feat. Added to that, the contact center space is one that experiences a great deal of employee turnover, which makes the interview process even more critical. Why are they excited about working for your call center?

Call Center 52

Call Center Construction Contact Center call center professionals 52

Callminer

JULY 30, 2020

Eureka Alert provides real-time insights while calls are still in progress, helping agents to de-escalate emerging issues to proactively prevent formal complaints. Of course, you should also advise your manager and make a note of your own version of events, too. Nikola Baldikov. Nikola Baldikov is a Digital Marketing Manager at Brosix.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Comm100

NOVEMBER 14, 2017

Here’s a quick snapshot of some groups that you might want to add to your list: Worldwide Contact Center Professionals – Worldwide industry experts in customer contact strategies including CRM, BPO, direct marketing, managed services and call center industries with close to 32000 members!

Customer Service 45

Customer Service Morale Education Call Center 45