Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be? Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

MAY 7, 2015

Any good contact center leader will be checking these KPIs throughout the course of the day, to get a feel for how their center and agents are performing. The combination of these five metrics will give them the info they need to make staffing calls on the spot, and improvements in planning later.

Call Center 126

Call Center Management Contact Center Coaching 126