Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Handpicked related content: Top Contact Center Trends in 2020. The Formula for Contact Center Success. And you know what? Many were eager to share their words of advice.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Callminer

JANUARY 18, 2021

” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

UJET

JUNE 3, 2020

Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 82

Management call center professionals Quality management Feedback 82

UJET

JUNE 3, 2020

Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 72

Management call center professionals Quality management Feedback 72

TeleDirect

APRIL 6, 2022

How Do Call Centers Help with Healthcare-Related Communication? | Since the onset of COVID-19 back in early 2020, public health authorities have made efforts to detect, monitor and slow the spread of the disease. Centers for Disease Control & Prevention (CDC), contact tracing has helped slow the spread of the virus.

Healthcare 48

Healthcare call center professionals Call Center Contact Center 48

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

pindrop

JUNE 10, 2020

For a call center professional concerned with fraud mitigation, a real-world form of this bias is an AI systematically ignoring costly fraudster activity and instead focusing on genuine caller behavior and flagging it as suspicious or fraudulent because it doesn’t “fit” the criteria for fraud that the machine has learned. .

Contact Center 121

Contact Center Finance Engineering call center professionals 121