Fonolo

OCTOBER 9, 2018

Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Conference attendees can learn more about Fonolo’s cloud-based call-back solutions by visiting booth #207.

Customer Care 78

Customer Care Gamification industry standards Service level 78

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? Or, maybe your call center platform keeps dropping their calls. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

CX Global Media

MAY 24, 2018

Adriana is a wonderful ambassador for the contact center industry and I hope we can retain her, so that someday she is able to win a Lifetime Achievement Award. The Call Center Supervisor Success Path. Congratulations to Adriana Thompson – 2018 Contact Center supervisor of the Year – Click to Tweet .

industry standards 257

industry standards Contact Center Morale Call Center 257

Hodusoft

MARCH 22, 2024

The event will feature 10 conference tracks, over 15 end-user-led sessions, above 150 exhibitors, and more than 5,000 IT, CX, and communications professionals in attendance. And amidst it all, HoduSoft aims to shine bright as an exhibitor. The company reaffirms its dedication to shaping the future of communication solutions.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Fonolo

OCTOBER 24, 2018

Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heavily in IoT (Should that be part of CPaaS?) At their annual Signal conference, Twilio announced that the product was now live, and also pointed toward several impressive early users.

APIs 103

APIs Call Center industry standards Service level 103

Fonolo

SEPTEMBER 5, 2017

Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Even more surprising is that most call centers would name the same target value for that metric: the magical “80/20”.

Service level 52

Service level Abandon rate Call Center Metrics 52

Tenfold - Contact Center Blog

JULY 12, 2018

Create a list of challenges you’ve faced in the past quarter of the year and another list of the contact center’s accomplishments. As reported by Forrester , some call centers have an attrition rate of 50-100 percent year. A 2016 Job Satisfaction survey from the Conference Board showed that 50.4%

Contact Center 66

Contact Center Management Coaching Call Center 66