Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Pipkins

DECEMBER 5, 2019

In your contact center, do people ever just hang up? Of course they do! If you are like me, then you realize that queues are not infinitely long and that callers can and will abandon the queue when they grow tired of waiting for a representative. Correct modeling of abandon rates. Because I can’t.

Abandon rate 86

Abandon rate call center workforce Abandon Call Call Center 86

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. Theres also much work to be done in managing and improving processes the workforce is involved.

Best practices 52

Best practices Contact Center Management Call Center 52