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. That’s a goal on every call center manager’s radar these days!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

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? Your call centers attrition rate would be (80/450) x 100 = 78%.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

BlueOcean

JULY 15, 2024

No matter the root cause, agent attrition can wreak havoc on customer care, impacting their ability to meet the needs of their customers as well as the expected KPIs of the contact center—and even the overall morale of their contact center workforce.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71