Tenfold - Contact Center Blog

DECEMBER 28, 2017

While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated.

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call center workforce Call Center Technology Management 54

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? Helping this transition along were cloud technologies. Cost-savings.

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Contact Center call center workforce contact center workforce Morale 118

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves.

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contact center workforce Best practices Contact Center Management 106

SharpenCX

JULY 1, 2020

When you’re separated from your colleagues and forced to use technology to communicate, it can be harder to convey what you really think and feel. Read Now: Boosting Morale for Your Work From Home Call Center With Four Engagement Tactics. You lose in-person signals that are vital in face-to-face communications.

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Contact Center Management call center workforce Morale 137

Fonolo

FEBRUARY 22, 2022

So, let’s dive into what call center attrition is, what causes it, how to calculate it, and how to use it to inform employee retention strategies. Your All-in-One Guide to Call Center Workforce Optimization. What is Call Center Attrition and Why is it Important? What Causes Call Center Attrition?

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Call Center Contact Center call center workforce Morale 87

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. At the same time, contact center operations have also taken on a new level complexity.

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Best practices Contact Center Management Call Center 52

Aspect

OCTOBER 15, 2020

The survey revealed some interesting characteristics of call centers in general but more importantly, it gave us a glimpse into some of the traits that define a “ Golden Agent. ” They also serve as role models to newer agents and employees, they boost morale, and provide mentorship and resourcing for staff.

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call center workforce Morale Surveys Call Center 62