Call Center call center professionals Contact Center Gamification 
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
Balto
OCTOBER 20, 2022
Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. A proper contact center QA program helps your organization retain happy customers, improve brand and voice consistency, and keep agents in check.
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JustCall
APRIL 12, 2023
One of the ways in which call centers as brands have done so is by undergoing a rigorous digital transformation over the past two years. This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud.
Tenfold - Contact Center Blog
JULY 9, 2018
How does a contact center know it’s consistently delivering high quality service? Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution. From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI. Service Level.
Fonolo
JUNE 17, 2015
The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Use incentives and gamification. What is call center training? Handpicked related content: 5 Creative Ways to Manage Agent Shortages in Your Contact Center.
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