Fonolo
JANUARY 23, 2018
The call center experience is under great scrutiny from today’s consumers. On the other hand, call center managers have to be cost-conscious in their approach to staffing. Luckily, there is a way to lessen the impact of hold times, without hiring agents: Offer your callers a call-back instead.
Fonolo
APRIL 16, 2019
And like many others, this meant starting out in a call center, answering the phone calls of helpless software users, as a lowly, humble Technical Support Representative (TSR). . Call center agents of all kinds have a difficult task. The Real Call Center Confession. But it hasn’t become that yet.
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Talkdesk
JUNE 27, 2016
Many call centers implement rigorous training programs as part of the onboarding process for newly hired agents. Once agents are able to start picking up calls, supervisors often engage in live coaching sessions where they actively advise agents during phone calls. Other times, agents might need to escalate the call.
Talkdesk
JULY 8, 2016
Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” Slack modernizes traditional (and sometimes ineffective) call center features.
Fonolo
JUNE 21, 2018
Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. We’ll talk about: Managing Spikes in Call Volume.
Fonolo
APRIL 17, 2019
Air Canada media relations told us that the company brought in extra staff through overtime and recalled recently reassigned call center employees to handle the increased volume of calls caused by the 737 Max flight cancellations. How to Reduce Contact Center Costs AND Improve Customer Service.
NobelBiz
MAY 22, 2022
The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, call center businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple call centers in the US.
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