Fonolo

MAY 30, 2023

Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question. 60% of those customers define “immediate” as 10 minutes or less, according to HubSpot.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

OCTOBER 3, 2018

That’s fair enough, but the almighty bottom line is also affected by customers gained and lost. Along with sub-par products, poor customer service and slow or unresponsive customer support can spell the end of a customer’s journey with your brand. Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Calabrio

MARCH 5, 2025

By prioritizing FCR, you prioritize delivering a seamless and hassle-free customer experience, which is essential for building strong customer relationships. This includes building knowledge bases, participating in training, and proactively engaging with customers. What are the challenges of improving first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

BlueOcean

JULY 15, 2024

Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

BlueOcean

JUNE 17, 2021

Ensuring your customer support center is up and running, no matter what, is a daunting task and the pandemic of 2020 made that clearer than ever before. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

BlueOcean

JULY 15, 2024

Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

outsourcing 62

outsourcing Contact Center Customer Care contact center workforce 62

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic.

Call Center 52

Call Center Schedule adherence call center workforce Management 52