Call Center call center professionals Knowledge Base Surveys 
CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?
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.
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TRUSTID
MARCH 29, 2019
Why do they continue to target call centers? As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape.
Tenfold - Contact Center Blog
JULY 9, 2018
Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%
TRUSTID
JUNE 30, 2018
Call center agents are trained to support customers and resolve their issues in a timely manner. Today, agent-based authentication makes up roughly 20 percent of the cost and duration of an inbound call. So why are they spending so much time interrogating them over the phone?
TRUSTID
APRIL 21, 2019
According to the recent article, “Is Your Contact Center Ruining Your CX?” many companies still consider the contact center a separate organization from other departments. When things aren’t in sync, the call center can impact your customer experience, driving frustrated customers straight to your competitors.
TRUSTID
DECEMBER 16, 2018
In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication. So what have we learned? The telephone channel remains at high risk.
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