Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them. Call duration: The average length of time that a call lasts.

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Call Center Analytics First call resolution Abandon rate 91

Tethr

MAY 28, 2023

Today, we discuss the call center quality assurance best practices that make a real difference. Traditional QA processes can be too binary.

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Call Center Best practices 118

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Call center automation software is essential to accomplishing this goal. So what does an optimized and automated call center look like, and what are the benefits for your call center? What is Call Center Automation?

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Call Center Contact Center First call resolution Self service 140

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

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Call Center Contact Center Chatbots Brand ambassadors 155

Tethr

MAY 29, 2023

All companies need a plan for handling emergencies, so you will want to be sure to publish one in case of a call center crisis.

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Call Center 111

Tethr

MAY 29, 2023

Working with a WFH call center is our new reality. Check out these nine ways to make managing work from home call center employees a breeze.

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Call Center Management 119

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

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Call Center Contact Center Customer Service Coaching 141

Tethr

MAY 28, 2023

Upgrade your call center agent training so they can upgrade the service they provide to your customers. Set them up for success.

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Call Center 125

Tethr

MAY 28, 2023

Check out these tips for managing remote call center agents. Wondering how to keep up with your new remote teams?

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Call Center Management 101

Tethr

MAY 28, 2023

Building a call center coaching culture is a continuous and active process. Learn how to make it work in this short breakdown.

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Call Center Coaching 112

Tethr

MAY 29, 2023

Call center statistics matter, but finding out which ones hold weight is key. The way your company handles support has lasting impacts.

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Call Center 126

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? Increase the efficiency of outbound calling and reduce human error with automated dialing systems.

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Call Center Contact Center Chatbots Wait times 135

Fonolo

FEBRUARY 9, 2023

Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

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Call Center Service level Metrics Contact Center 142

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

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Call Center Contact Center call center software CRM 142

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

What makes the contact center different from the call center? It's more than just a call center with email and chatbots.

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Contact Center Call Center Chatbots 246

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. between 2021 and 2026. This also leads to improved customer satisfaction and increased loyalty.

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Call Center Abandon Call call center software Metrics 93

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses? Who Should Take Call Center Management Courses? Top 7 Call Center Management Courses.

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Call Center Contact Center Management Benchmark 147

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. How to Buy Contact Center Software.

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Call Center Contact Center Contact center software Self service 138

OctopusTech

APRIL 28, 2023

In the discussion of outsourcing call center vs. in-house call center, a key aspect is to have an effective contact center. A call center is a centralized place used for receiving and transmitting a large volume of phone inquiries from users.

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Call Center outsourcing Customer Service Customer Support 62

Tethr

MAY 28, 2023

Want better call center agent onboarding? Look no further. The Agent Impact Score (AIS) makes it easy to onboard new agents quickly.

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Call Center 115

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

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Call Center Interactive Voice Response Contact Center Self service 156

Tethr

MAY 28, 2023

Ready to become the ultimate at-home call center agent? Scaled the workforce with home-based agents to combat the spike of calls.

Call Center 111

Call Center 111

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. How can call centers be left behind? How can call centers be left behind? Call centers have always been at the cutting-edge of digital revolution.

call center software 52

call center software Call Center call center solutions Self service 52

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

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Call Center Best practices Contact Center Contact center software 98

Tethr

MAY 24, 2023

Check out our perspective on real-time call center guidance. We believe that data without context isn’t useful, and can cause problems.

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Call Center 114

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

Call Center 135

Call Center Average Handle Time First call resolution Abandon rate 135

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

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Call Center Contact Center Abandon rate Average Handle Time 137

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation.

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Call Center Business Process Outsourcing outsourcing 246

Fonolo

MARCH 14, 2023

We’ve all heard about the human touch and how important it is in the CX and call center spaces. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?

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Call Center Contact Center Contact center software Self service 95

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

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Call Center Contact Center Customer Service Customer Experience 126