Balto

JANUARY 6, 2025

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. Some of its standout features include customizable tabs, service escalations, workflow rules, and customizable reports and happiness ratings. Get a free demo now and explore it in action!

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Fonolo

MAY 30, 2023

It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 17, 2025

With workforce management, you will: Exceed Your Customers Expectations Without proper workforce management, meeting your customers expectations is almost impossible. Heres the thing: customers in this day and age care more about great customer service experiences than ever.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Balto

JANUARY 2, 2025

The most successful call centers dont just aim to handle more customer calls; they focus on delivering meaningful outcomes at scale. A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Effective management is crucial for transforming it into a hub of customer intelligence and value creation.

Best practices 52

Best practices Contact Center Management Call Center 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Effective call center management relies heavily on the performance of these agents.

Best practices 52

Best practices Call Center Metrics Management 52