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

Focus on Technical Onboarding, the Bedrock of Agent Productivity Did you know that increased use of information and communication technology (ICT) leads to increased training investments, as per research? Data further suggests that training and informal learning differs depending on the technology type.

call center software 52

call center software Call Center Construction Best practices 52

Calltools

APRIL 29, 2020

With so much call center software out there, choosing the right technology for your organization can be daunting. The list is endless… However, there’s one piece of technology you can’t ignore: Dialers. This simple piece of technology is the foundation of any successful call center.

Call Center 52

Call Center CRM Sales Wait times 52

Talkdesk

AUGUST 23, 2016

For companies of all sizes, technology systems can sometimes malfunction and interrupt or suspend day-to-day operations. A company’s call center becomes the front line to respond to an influx of calls from customers in need. Use Call Center Software Features to Reduce Wait Times.

Abandon rate 40

Abandon rate call center software Wait times Airlines 40

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. One sure way to increase agent attrition is to make them work with an undeveloped supervisor.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

JANUARY 18, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Aligning call center goals with overall business objectives. Driving innovation and adopting new technologies. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Aligning call center goals with overall business objectives. Driving innovation and adopting new technologies. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Calltools

FEBRUARY 19, 2020

Risk Mitigation Outsourcing call center agents implies that a business is engaging in a mutual risk agreement. By outsourcing your call center services, you mitigate some costs such as a change of technology; the call center does that on your behalf!

outsourcing 52

outsourcing Call Center Brand ambassadors call center software 52

NobelBiz

MAY 22, 2022

Christian Montes With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the world’s largest Enterprise Contact Centers, BPOs, and Global CCaaS providers. Host of both the First Contact – Stories of the Call Center Podcast. There are different elements.

call center workforce 52

call center workforce Call Center Management Gamification 52

Fonolo

FEBRUARY 7, 2013

Although it can sometimes feel like hold times in your contact center are out of your control, there are usually one of several easily-identifiable causes to blame. These are typically related to poor management, outdated or insufficient technological resources, and staffing issues. Long call handling times. Really smart.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

aircall

OCTOBER 7, 2016

Naturally, call center team members must be able to operate as a cohesive unit. Call center software providers are well aware of this, and strive to develop tools to let call centers, onsite and remote alike, run like well oiled machines. What is your call center experience?

Call Center 48

Call Center First call resolution call center software Telemarketing 48