CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. Service levels were at 90% and quality scores were at 98%. How did they do it?
Contact Center Pipeline
SEPTEMBER 26, 2017
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. But with all the changes and permutations of technology, reliability can’t be taken for granted. You need to intentionally seek, implement and manage solutions to achieve your goals.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
SEPTEMBER 14, 2023
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.
Fonolo
MAY 30, 2023
That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center?
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. Its origins go back over five decades, to the earliest days of call centers. What is the Purpose of Service Levels? And for many call center managers, maintaining these service levels is a top priority.
Transparent BPO
OCTOBER 20, 2022
Common Missteps Continually Threaten Successful Implementation By Scott Newman, CEO, Transparent BPO The time has come – you’ve grown to the point that it’s time to outsource your contact center. Your internal customer experience team is struggling to maintain service levels. The recruiting and […].
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Expert insights. Personalized for you.
195 
Let's personalize your content