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Call center experience virtual call center Abandon rate Gamification Interactive Voice Response Big data First call resolution Average Handle Time Cloud contact Service level More Related Topics >
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4 Tips for Optimizing Your Remote Workforce

pindrop

APRIL 22, 2020

The world’s largest companies are facing an uphill climb in pursuit of call center overhauls to address rapid infrastructure changes caused by the Coronavirus. Reductions in productivity and increases in call handle and wait times have aggravated call center leaders, analysts, agents, and also customers.

Call Center 69
Call Center call center professionals Wait times Interactive Voice Response 69
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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Voice is still the dominant channel in the contact center and will remain so for many years. Self Service as a Consumer Preference.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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