CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. The shift to remote work prompted contact centers to adapt their workforce management strategies.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Why is First Call Resolution Important?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Fonolo

MAY 30, 2023

We’ve discussed how WFM software improves raw scheduling accuracy, using historical data, customer trends, and forecasting models to optimize the workday. But without skill-based call routing tools , it’s difficult to do in practice. Embrace the power of WFM and watch your contact center thrive in an increasingly competitive landscape.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Balto

JANUARY 17, 2025

Mastering contact center workforce management in your contact center isn’t just about efficiencyits about creating a positive ripple effect. Effective contact center workforce management is the key to keeping both your agents and your customers happy.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. the Same Time. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Calabrio

FEBRUARY 28, 2025

Plus, AI has driven an increase in the capacity of contact center tools. This analysis identifies patterns, trends, and insights that would be impossible for humans to detect manually. Advanced algorithms and machine learning models analyze processed data, uncovering trends, patterns, and anomalies. Request a demo now.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

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). Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52