Contact Center Employee engagement First call resolution Wait times 
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.
Hodusoft
OCTOBER 19, 2023
10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028. from 2023 to 2028.
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NobelBiz
APRIL 18, 2023
Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.
Serenova
AUGUST 25, 2020
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level.
Fonolo
AUGUST 17, 2021
Customers want a pleasant phone experience, but not as much as they want a quick and easy call resolution. The Contact Center Guide to Managing Spikes in Call Volume. Luckily, a successful call center is within reach. Similarly, during slower call volume times, make sure you don’t overstaff.
Fonolo
OCTOBER 11, 2022
As you craft your survey template, mull over these three important considerations to improve your after-call surveys. Respect your customer’s time and keep the after-call survey quick. Don’t worry—we’ll cover some high-value questions that’ll offer your contact center solid insights. Long wait time.
Hodusoft
OCTOBER 22, 2021
Center agents have the facility to influence companies’ decision-making process alongside higher-ups because of this relationship. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Thereby, leading to a faster resolution of problems.
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