Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. And agent happiness is a natural outcome.
Callminer
DECEMBER 17, 2019
Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable.
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Cisco - Contact Center
FEBRUARY 18, 2020
Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology.
Insite Managed Solutions
MAY 23, 2013
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.
Tenfold - Contact Center Blog
DECEMBER 28, 2017
While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated.
Insite Managed Solutions
DECEMBER 23, 2015
Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Turning a Contact Center into a Profit Center. Is Your Call Center Workforce Management Optimized? 3 Ways Call Center Supervisors Can Reduce Costs. Why is Training Discretionary?
Insite Managed Solutions
OCTOBER 14, 2015
Jason has devoted the past 21 years to improving contact center performance and efficiency with great brands like JTV, Whirlpool, and Travelers Insurance. He has significant experience in contact center operations, technology implementation and professional services. Top 5 Self-Service Pitfalls. Nicola Behr.
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