Fonolo
MARCH 3, 2022
In an article by Destination CRM, founding partner of International Customer Management Institute (ICMI) Brad Cleveland asserts that COVID-19 shifted 80% of in-person call centers to virtual call center environments. FACT: 80% of call centers shifted to remote work environments after the COVID-19 pandemic.
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.
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ShepHyken
JANUARY 22, 2021
Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!
Taylor Reach Group
SEPTEMBER 3, 2021
After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. Reduced wages encourages employee turnover, regardless of work style. by JD Fairweather.
JustCall
MARCH 9, 2023
Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. What are Contact Center Software Solutions?
Fonolo
AUGUST 5, 2021
The proof is in the statistics — a proper training strategy leads to more engaged employees. How to Foster Agent Engagement in a Hybrid Contact Center. When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page.
Taylor Reach Group
OCTOBER 31, 2021
First, why is it that corporate America, now that it has embraced the concept of remote contact center agents and hybrid work environments [1] , is so slow in adjusting its management processes to support these new deployment models? The much-ballyhooed Hybrid work environment presents challenges for contact center operators.
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