Fonolo

APRIL 13, 2021

Call overflow handling refers to a type of answering service that helps call centers deal with spikes in call volume. These services have trained call center professionals who manage incoming customer calls when primary contact center agents have reached their call handling capacity.

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Outsource Consultants

MAY 8, 2024

Colombia continued to solidify its position by… 2021: Teaming up with the United States to formulate a Double Taxation Agreement. With over 600,000 call center professionals and a ranking as the fourth-largest BPO market in Latin America, Colombia continues to be a rising star in the world of outsourcing.

outsourcing 67

outsourcing Call Center Education Consulting 67

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 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176