Tenfold - Contact Center Blog

DECEMBER 28, 2017

The two qualities can also create a competitive advantage, which is key priority for growing organizations. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.

call center workforce 54

call center workforce Call Center Technology Management 54

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The pandemic forced companies to try remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

Best practices 52

Best practices Contact Center Management Call Center 52

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents.

Contact Center 62

Contact Center Management call center workforce Gamification 62

NobelBiz

JUNE 4, 2024

Advanced WFM tools can analyze historical data to predict peak times and adjust schedules accordingly, ensuring that your call center can handle fluctuations in demand without compromising on service quality.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52