Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. During peak call volume periods, make sure you don’t understaff as this leads to overwhelm for your agents and long wait times for customers. The best call centers don’t have leaders tucked away in offices.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

JULY 27, 2021

Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times. Every agent has unique strengths, and recognizing them improves agent morale. Call center agent training can take the form of courses, seminars, videos, and other activities that teach and inform agents about successful work practices.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

NobelBiz

AUGUST 14, 2023

By employing advanced algorithms to differentiate between live answers and voicemail recordings, this technology enables agents to focus their efforts solely on engaging with customers in real-time conversations. Outcomes: The immediate result is clear – a drastic reduction in wasted time for agents and an uptick in efficiency metrics.

Contact center software 52

Contact center software Call Center Contact Center Coaching 52

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Dan Gingiss. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98