Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. All contact centers face barriers, and you certainly know your own intimately. Call Center 101: The Golden Rules of SLAs.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Calabrio

MARCH 7, 2025

Call Center Attrition Rates: Understanding the Problem Before we dive into solutions, it’s crucial to understand the scope and underlying drivers of call center attrition. What exactly does it mean, how is it measured, and what are the current industry trends? Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

NobelBiz

APRIL 2, 2024

The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Calabrio

OCTOBER 30, 2018

With this release , Calabrio introduces powerful enterprise scalability and management capabilities including: New workforce management features to drive accuracy and predictability into scheduling and forecasting for large contact center workforces.

Enterprise 52

Enterprise Personalization contact center workforce industry standards 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

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.

Best practices 52

Best practices Contact Center Management Call Center 52

COPC

JULY 20, 2023

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” This is critical to consistent levels of service throughout the months and days. ” “Should I have the same service level targets for all my queues?”

Service level 68

Service level Abandon rate contact center workforce Contact Center 68