Playvox

JULY 14, 2023

phone or digital), and are they taking breaks at the most optimal times to maintain service levels. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? The benchmark for this metric is typically 85-90% occupancy across all multichannel agents.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Hodusoft

OCTOBER 19, 2023

Cloud-Based Solutions: Implementing cloud-based contact center software offers better flexibility, scalability, and cost-efficiency. This technology allows contact centers to easily adjust their resources as per the call volumes, reducing the risk of overstaffing or underutilization.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Hodusoft

APRIL 5, 2023

Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity. In the age of multichannel communication, you can consider investing in high-quality omnichannel contact center software.

Best practices 52

Best practices Call Center Management call center software 52

Hodusoft

NOVEMBER 22, 2022

Why BPO Companies Must Adopt Multichannel Customer Support Center In today’s digital world, customers expect businesses to be accessible and accommodating at all times. An omnichannel call center software is the latest advancement in Unified Communication that helps BPO companies deliver seamless customer service.

Multichannel 52

Multichannel Customer Support Interactive Voice Response call center software 52

NICE inContact

JANUARY 26, 2016

Despite the increased level of priority placed on improving the customer experience (CX), this same report indicates that only 15% of all respondents are confident in their ability to quickly adapt their CX to emerging technology trends.

Customer Service 48

Customer Service contact center solutions Telecommunications Contact Center 48

Expivia

OCTOBER 4, 2021

When you start an in-house call center, you need the right tools to accept and handle calls and emails. Computers, headsets, and contact center software all cost money. . Of course, you don’t want to hire a call center with dial phones and computers that still run on Windows 95. Focus Improvements on Other Areas.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Fonolo

FEBRUARY 7, 2013

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. Non-customer-centric contact center software will impact your agents’ efficacy. The final reason for spikes in call hold times in call centers is unpredictable events.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62