call center association Coaching Contact Center 
Fonolo
OCTOBER 27, 2020
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. How Has COVID Changed the Contact Center?
Fonolo
NOVEMBER 10, 2020
We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. It happened even faster than we thought.
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Expivia
FEBRUARY 1, 2021
This week, we talk about “Psychic Income”, what that is, and seven ways to show respect for your call center associates. Showing Interest In Our Call Center Associates As People. Do you go out of your way to make your associates know you respect them? Coaching & Reprimanding in Private.
Expivia
MAY 9, 2021
Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center? Call quality monitoring in a contact center is the practice of recording and evaluating calls between agents and customers.
Expivia
APRIL 1, 2021
There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. Recorded Calls help you Have a Great Season. CALL CENTER MONITORING USING LIVE CALLS.
Expivia
MAY 13, 2021
Learn about call quality monitoring best practices to ensure your contact center’s success. What Is Quality Monitoring in a Call Center? Call quality monitoring in a contact center is the practice of recording and evaluating calls between agents and customers.
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