Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Yes, very much so!

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. That’s where your retail contact center needs to shine. Have a Contact Us section on your website that allows customers to quickly type in their details and question.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Fonolo

OCTOBER 25, 2022

If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them. How to Foster Agent Engagement in Today’s Contact Center. Why Attendance Matters in the Call Center.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Start by aligning your metrics with clear business goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Call Center Productivity Metrics.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Balto

JANUARY 17, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 14, 2025

By the end of this guide, youll have a blueprint for using analytics to make smarter decisions, boost customer satisfaction, and future-proof your contact center operations. What Are Call Center Analytics? Real-Time Analytics: Provides live insights to assist agents during ongoing interactions.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

NobelBiz

MARCH 6, 2023

Predictive dialer software is a computer program that contact centers use to automate outbound calls. It automatically dials multiple phone numbers simultaneously and uses algorithms to predict when an agent will be available to handle a call. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Mindtouch

MARCH 28, 2018

And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience. Many customers still want to talk to a human being.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

Noble Systems

OCTOBER 21, 2020

Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. It’s the gift that keeps on giving.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Hodusoft

APRIL 16, 2025

In this blog post, well discuss the common call volume challenges telecom companies face, what is intelligent call routing and what are its types, benefits of smart call routing, and the best practices to implement smart call routing. Telecom Companies' Call Volume Challenge What is Intelligent Call Routing?

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52