Callminer

JANUARY 18, 2021

With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping teams appropriately staffed. ” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

MAY 31, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176