OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

JANUARY 18, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Aligning call center goals with overall business objectives. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Aligning call center goals with overall business objectives. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Social Media ? a Not-So-Secret Weapon. Voice of the Customer (VOC).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176