Fonolo

MAY 30, 2023

Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. This flexibility helps achieve optimal staffing levels and a seamless customer experience. But without skill-based call routing tools , it’s difficult to do in practice. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 18, 2025

Call center process management isnt just about efficiency anymore. Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call center process management isnt just about efficiency anymore. Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans.

Best practices 52

Best practices Call Center Metrics Management 52