CCNG

JULY 27, 2022

Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center. Customers dialed a toll-free number and talked with an agent to address their issue.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. This is possible with co-browsing: an instant, real-time communication solution that lets an agent and customer browse a website together and show (not tell) them what’s the issue (customers), and how to solve it quickly and efficiently (agent).

Call Center 140

Call Center call center software outsourcing Coaching 140