Fonolo

NOVEMBER 22, 2022

This is a 2-day virtual bootcamp course led by a live ICMI certified instructor, and covers key management practices for the contact center, important terms and definitions, how to meet service levels consistently, best practices in contact center forecasting, and much more! More on ICMI’s Contact Center Management Boot Camp ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. WFO encompasses a range of practices, from forecasting and scheduling to performance management and agent training.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Expivia

JULY 21, 2021

Gamification. And gamification is a great way to do that. . You need a dashboard that shows your service levels, calls in queue, a skill summary for the reps, agent status, and how many calls came in for the day. Quality assurance (QA) and quality management (QM) are very important for your call center and your agents.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52