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 ?.
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.
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Global Response
MARCH 26, 2024
This includes GDPR for data protection and ISO certifications for quality management. Look for a partner who can tailor services to meet your specific needs, and be wary of ones who offer a one-size-fits-all solution. Your teams should be able to connect via email, video conferences, project management software, and live chat.
Serenova
OCTOBER 24, 2019
In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever. When the cashier refused, the manager stepped in.
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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.
Monet Software
DECEMBER 21, 2018
February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers – one with workforce management software, one without – face the challenges of forecasting and scheduling.
Enghouse Interactive
JULY 7, 2020
Protect Your Experts with Call Recording and Quality Management. By integrating the Contact Center with Teams , organizations can significantly improve the service levels they provide to their end customers by ensuring their agents are supported with the best possible tools to meet their needs.
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