Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Table of Contents: What is Contact Center Management?

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 7, 2025

Here’s how to make recognition and reward a core part of your contact center culture: Keep compensation competitive: Stay ahead of the curve by regularly benchmarking your salaries and benefits against industry standards and local market rates. This could include bonuses, gift cards, extra time off, or other perks.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

NobelBiz

APRIL 2, 2024

The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Fonolo

OCTOBER 3, 2018

Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job. Call Center 101: The Golden Rules of SLAs.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%. Empower customers with self-service to reduce contact volume.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

COPC

JULY 20, 2023

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” The best practice is to set a range for service level instead of a static target. For example, we aim to achieve between 78% and 85% instead of just above 80%.

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

Calabrio

MARCH 7, 2025

Brush up on the basics of contact center forecastingor skip ahead to dive into common pitfalls, best practices, and tips sourced straight from our experts. Table of Contents What is contact center forecasting? Why is accurate call center forecasting so important? It all depends on your organization.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52