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?

Call Center 81

Call Center call center workforce Management Average Handle Time 81

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Customers have higher expectations than ever before, and call centers are finding it more and more difficult to live up to those expectations.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Balto

FEBRUARY 8, 2023

In this guide, we’ll help you understand what call center workforce management is and why it’s important. We’ll also share some actionable tips that can inspire your workforce management strategy. What Is Call Center Workforce Management? How productive are they?

Call Center 52

Call Center Management call center workforce Contact Center 52

JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. How Essential are Call Center Incentive Ideas ?

Morale 52

Morale Call Center call center workforce Metrics 52

NobelBiz

FEBRUARY 22, 2023

Social media: from 140 characters and hashtags on Twitter to replies on corporate page Facebook posts, comments on YouTube videos, and Instagram posts… Advantages of using Customer Data analytics for contact centers Call center analytics enables you to gather and analyze client data to prioritize them.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

Fonolo

MAY 19, 2022

How to Foster Agent Engagement in a Hybrid Contact Center. Our Top 6 Contact Center Technology Picks for 2022. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. Call-Back Technology. Workforce Management Systems (WFM).

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Fonolo

MAY 19, 2022

How to Foster Agent Engagement in a Hybrid Contact Center. Our Top 6 Contact Center Technology Picks for 2022. Interactive Voice Response (IVR) has been a staple of contact center technology for decades and is better known to customers as a phone menu. Call-Back Technology. Workforce Management Systems (WFM).

Contact Center 67

Contact Center Technology Interactive Voice Response CRM 67