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. Industry Report: State of the Contact Center 2022. What does call center workforce optimization look like?

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

Monet Software

OCTOBER 8, 2020

Staffing costs are typically the biggest call center expenditure, and there’s a real art to arriving at an accurate picture. Whether you rely on spreadsheets or have invested in call center workforce management software , be ready to show how you got to your conclusions. Underscore ROI and customer experience.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

JustCall

JANUARY 19, 2023

What is Call Center Optimization? Call centers are used to enhance customer experience by using modern and digital channels. With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Fonolo

JUNE 21, 2018

You’ll hear from Ricardo Mejia, Vice President Centralized Services, First Service Credit Union, who will discuss how his contact center reduced abandon rates, improved the calling experience for customers and agents, and seized the opportunity to better manage spikes in call volume.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? Why do metrics matter? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52