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. Let’s meet the experts!

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Fonolo

MARCH 29, 2022

What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Why workforce management? Agent engagement.

Call Center 81

Call Center call center workforce Management Average Handle Time 81

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Cisco - Contact Center

FEBRUARY 19, 2020

So, are contact centers more than a feeling? While there is no quantitative evidence that one made basket or putt begets another, it is a widespread belief that athletes definitely can get into a rhythm. Is Your Contact Center “in the Zone?”. To learn more about Cisco Contact Center solutions, visit our website.

Contact Center 98

Contact Center contact center solutions Enterprise Engineering 98

Voiptime

OCTOBER 20, 2022

Why do call centers have high turnover rates? Call center attrition seems to be the highest among almost all industries, and average call center turnover is also huger. Why do call centers always suffer the most? What is the root cause of these two issues?

call center workforce 40

call center workforce Call Center Contact Center Personalization 40

SharpenCX

JUNE 16, 2020

Download Now: Learn how trends in workforce management and other key areas are impacting contact centers, according to Frost & Sullivan. These needs lead to a hybrid approach for the workforce. As a manager of a call center, you may be panicking a little. Hold up: Definition time! Let me show you.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67