Fonolo

MAY 30, 2023

Employees who use it report having a better work-life balance and improved morale. That’s a goal on every call center manager’s radar these days! Improving the customer experience A better customer experience is always the goal in a contact center. The numbers back this up.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. Lower CES scores indicate a smoother customer journey.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55