Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. Coping with Labor Shortages in the Contact Center. Analytical skills.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

MAY 16, 2023

Call center analytics software helps with this process and is typically bundled with modern call center software as a service products. Executive Guide to Improving 6 Call Center Metrics 6 Key Call Center Metrics Call volume: The total number of calls received by the call center over a specified period.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

JustCall

MARCH 9, 2023

In simpler words, if there’s a steep learning curve with your call center software, your agents will need guidance in the form of consistent training. Make the agents practice how to transfer calls between teams and departments. The tool should take off the workload of the agent as opposed to adding to it.

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

FEBRUARY 7, 2013

Sometimes, there just aren’t enough agents available to handle all the calls coming in. Handpicked related content: 7 Things Great Call Center Managers Do Every Day. However, the best support department managers are expecting this to be an issue, and construct fail-safes to mitigate the damage they cause.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62