Calabrio

FEBRUARY 25, 2025

Emphasis on agent empowerment: Features like mobile self-scheduling, automated quality management, and intuitive AI-powered BI tools empower agents, boosting engagement and job satisfaction. It emphasizes automation and efficiency, providing tools for automated scheduling, adherence monitoring, and performance tracking.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 22, 2025

The ability to deliver personalized and seamless customer experiences is paramount. By focusing on agent empowerment, process optimization, and data-driven decision-making, businesses can create a contact center that not only meets but exceeds customer expectations, fostering long-term relationships and driving business success.

Best practices 52

Best practices Contact Center Management Call Center 52