Multichannel Service level Technology Wait times 
Hodusoft
FEBRUARY 29, 2024
More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. MSPs must ensure that their call center is equipped with the right type of technology tools. Managing call volume can be challenging while maintaining service quality.
Playvox
JULY 14, 2023
In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. The quality of customer service and support can also have an impact on the productivity of a contact center. How long does it take agents to handle an inbound call or inquiry?
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Hodusoft
OCTOBER 19, 2023
This will help in efficient allocation and utilization of resources including the agents, preventing understaffing during peak call times and overstaffing during quieter periods. Real-Time Monitoring : With the help of real-time monitoring tools, customer wait times can be minimized greatly.
Customer Service Life
NOVEMBER 15, 2020
Ready for a change, I’ve been on an operations hiatus of sorts for the past five years, working in a couple of different marketing roles where it was my job to advise contact center leaders on best practices for technology, quality, and customer experience. So before adding new channels here are a few things we’re thinking through.
Eptica
JULY 6, 2016
Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of the state of the contact center industry today, covering a variety of factors from technology investments, to the channels that customers prefer for making complaints.
Expivia
JULY 21, 2021
You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Omnichannel Support.
Fonolo
FEBRUARY 7, 2013
How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?
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