Fonolo

MAY 31, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

COPC

JULY 11, 2016

offers three recommendations to determine the appropriate skill set needed in hiring call center professionals to address the needs of an omnichannel customer. For example, in Figure 1 several metrics were compared and weighted to determine overall high performance of sales agents.

Best practices 40

Best practices Call Center Average Handle Time Metrics 40

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. These optimizations will continue long after the epidemic subsides.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176