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Essential Pain Points in Call Center Management – Part 2

NobelBiz

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. Example from a Call Center Perspective A call center experiences a surge in volume due to a nationwide service outage.

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How to Eliminate Hold Time in Your Call Center

Fonolo

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. Non-customer-centric contact center software will impact your agents’ efficacy. Use call-backs and virtual queuing. Long Wait Times Result in Bad Press. More on that shortly.