Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Service Levels.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

MARCH 17, 2022

But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Call center leaders have a wide network- from internal call center executives to contacts in industry associations.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

DECEMBER 5, 2019

The experience is delivered by the employees.” ” It’s no surprise then that the organizations providing the best customer experience are also leading the way in their employee engagement ratings. The industry standard for FCR is 70-75%. Metric #4: Service Level. How does yours measure up?

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Calltools

DECEMBER 22, 2021

The right software, training, management and strategies can help ensure that your queue times stay within a healthy statistical range and even help move that range to outperform industry standards. Dynamic and Service Level. Yes, that reward of a dozen donuts is worth thousands and thousands of dollars. Least Idle.

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52