Balto

JANUARY 6, 2025

Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. LiveAgent LiveAgent provides online Help Desk solutions tailored for small to midsize e-commerce businesses, offering live chat, ticket management, self-service portals, and change/license management.

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Call Center Coaching Surveys 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.

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contact center workforce Best practices Contact Center Management 106

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 2, 2025

A call center’s productivity becomes a transformative force when it aligns with customer expectations, agent empowerment, and operational excellence. AI addresses this issue head-on by optimizing call routing, providing self-service options, and proactively managing peak periods.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 17, 2025

For example, if your agents struggle in a particular area, focusing your training efforts on it will improve your agent performance and help meet your workforce management targets. Focusing on these areas will help you enhance the effectiveness of your agents and, consequently, the quality of your customer service.

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contact center workforce Contact Center Management call center workforce 52

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. Top Providers: Talkdesk, Five9, Amazon Connect 2.

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52