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3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

Fonolo

How Can Call Centers Prepare for Unexpected Volume Spikes? There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. How can call centers effectively prepare for unexpected spikes in call volume? Plus So Much More!

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The Work-from-Home Revolution & the Engagement Challenge

VocalCom

As agents who don’t have daily visibility into their metrics sit at an increased risk for burnout (Toister study), offering them custom reports and dashboards to self-monitor their KPIs is mission-critical to their well-being – and to the service delivered by the contact center.

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How to Eliminate Hold Time in Your Call Center

Fonolo

Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center. 3 Steps to Eliminate Hold Time in Your Contact Center. Why is Average Wait Time an important metric?