Fonolo
MAY 30, 2023
Employees who use it report having a better work-life balance and improved morale. That’s a goal on every call center manager’s radar these days! Improving the customer experience A better customer experience is always the goal in a contact center. That’s a goal on every call center manager’s radar these days!
Monet Software
MARCH 10, 2021
The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.
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Fonolo
OCTOBER 3, 2018
As much as we’d like to have faith in humanity, and customers are entitled to feeling frustrated when ignored or delayed, call centers grapple with constant inappropriate and abusive calls on a daily basis.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
Fonolo
OCTOBER 13, 2020
The cost of hiring and training agents is increasing. Compounding the impact of increasing attrition is the increasing costs of hiring, training, and retaining agents. There are Better Options for the Contact Center Workforce. How Will COVID Impact Contact Center Agent Attrition in 2021?
Fonolo
NOVEMBER 29, 2018
Gamification can potentially: Lower contact center employee attrition and boost productivity; Improve upon a flawed or outdated training model; Make for better customer experience via interactions with educated agents; Motivate your team to set high goals (or even vie for promotion) via healthy competitions; and/or.
BlueOcean
JUNE 17, 2021
It’s likely they’ve analyzed and optimized their local talent pools to help deepen the candidate network from which they’re hiring—not to mention the flexibility they have if they have a strong remote workforce. In short, 100% of their job is finding the right agents, which can take the burden off your shoulders entirely.
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