Fonolo

MARCH 29, 2022

Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. How to Foster Agent Engagement in a Hybrid Contact Center. Unplanned overtime.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

JustCall

JANUARY 19, 2023

With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

Consequently, your call center workforce becomes more efficient and can swiftly adjust to your customers’ demands. Assisting your teams in aligning with strategy Call center activities are frequently treated as distinct from other departments. Call center analytics, on the other hand, foster a data-driven culture.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management?

Call Center 52

Call Center Management call center workforce Contact Center 52

Fonolo

MAY 19, 2022

How to Foster Agent Engagement in a Hybrid Contact Center. Our Top 6 Contact Center Technology Picks for 2022. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. Let’s dive in! Visual IVR. Video Chat Functionality.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

How to Foster Agent Engagement in a Hybrid Contact Center. Our Top 6 Contact Center Technology Picks for 2022. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. Let’s dive in! Visual IVR. Video Chat Functionality.

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67

JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. This helps to boost employee satisfaction to take call center performance to a new level.

Morale 52

Morale Call Center call center workforce Metrics 52