Playvox

OCTOBER 18, 2022

But in our study, 42% of customer service centers didn’t have a policy in place and another 24% weren’t sure if they had a policy at all. Finding the Right Technology to Support Remote Work in a Contact Center. One of the cornerstones of a remote work option is a strong policy to govern it.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Fonolo

MAY 7, 2015

Our 7 tips for great call center management are: Talk to Your Support Agents. Make Your Contact Center a Great Place to Work. Keep Up With the Latest Contact Center Technology. Review Their Contact Center’s Data. What do great call center managers do? Act as a True Leader.

Call Center 126

Call Center Management Contact Center Coaching 126

DMG Consulting

APRIL 5, 2017

The market challenge is that even the most accurate WFM solution (if there is such a tool) cannot anticipate and plan for unexpected events, which create varying levels of chaos because they render forecasts mostly useless.

Contact Center 48

Contact Center Service level Consulting Consulting 48