Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.
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Fonolo
NOVEMBER 7, 2018
While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Luckily, again, we have you covered.
CX Global Media
MAY 24, 2018
Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). Skills to Develop. Continue On…. Please Share.
NobelBiz
MARCH 5, 2024
As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.
Outsource Consultants
AUGUST 9, 2021
Meanwhile, forcing employees to do more and more without relief creates lower employee morale, lower operational efficiency, and (ultimately) creates lower customer satisfaction and loyalty. But both processes are untenable from a business perspective, as overpaying stifles the businesses’ ability to grow. Higher NPS/CSAT. Interested?
Fonolo
OCTOBER 30, 2018
Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers. Call Center 101: The Golden Rules of SLAs. Meeting the Industry Standard of Service Level.
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