7 Tips for Success from Experienced Call Center Professionals
Fonolo
SEPTEMBER 27, 2016
This means that our customers can get on with their day while knowing that their issue will be addressed in a way that saves them time and hassle.”.
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10 Effective Strategies to Reduce Call Center Demand
Fonolo
NOVEMBER 8, 2022
High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.
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4 Insightful Contact Center Reports You Should Be Reading
Fonolo
APRIL 24, 2018
This seems to mean that the overall growth in the number of contact center agents will continue. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service? Who wrote it: Call Centre Helper.
4 Tips for Optimizing Your Remote Workforce
pindrop
APRIL 22, 2020
The technological capability of the call center is a different issue entirely. The ability of the call center to reduce call wait times and ensure security by IVR routing enhanced self-service options, and case management tools directly impacts productivity and cost. Continue Learning and Optimizing.
The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]
Fonolo
MAY 31, 2019
Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether. Typically, this is the result of volume spikes or contact centers simply being understaffed.
4 Insightful Contact Reports You Should Be Reading
Fonolo
APRIL 24, 2018
This seems to mean that the overall growth in the number of contact center agents will continue. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service? Who wrote it: Call Centre Helper.
Why First Call Resolution is the Most Important Call Center Metric
Pointillist
NOVEMBER 11, 2019
—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?
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