Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.

Best practices 52

Best practices Contact Center Management Call Center 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. The Noble Workforce Optimization Suite. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

FEBRUARY 25, 2025

Calabrio ONE: The Best CX Management Platform for Contact Centers Calabrio ONE is a contact center workforce optimization software that unites workforce management, conversation intelligence, and AI-driven business intelligence solutions within one comprehensive suite.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Fonolo

MAY 7, 2015

Good call center managers are knowledgeable about internal affairs, such as technology, processes, branding, legal requirements, and human resources. Great call center managers know how these fit into the wider organizational strategy, and how that fits into the wider trends of the contact center industry.

Call Center 126

Call Center Management Contact Center Coaching 126

Calabrio

MARCH 5, 2025

Inability to Track and Analyze Customer Interactions Without proper tracking and analysis of customer interactions , it is difficult to identify trends and root causes of repeat contacts. A tool like Calabrios Trending Topics will automatically analyze and sort your interactions into a manageable list of around 100 prioritized topics.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

OCTOBER 25, 2019

An often overlooked approach is to transition workforce optimization functions to the cloud, while keeping your ACD and PBX on-premises. You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Contact centers and back offices will merge in the next 10 years (0.3).

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

DECEMBER 13, 2017

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Coaching 26

Calabrio

MARCH 7, 2025

Workload projections guide workforce forecasting, and uses historical trends, performance or seasonal data to predict personnel needs. Here are five leading call center forecasting methods: 1. The increase or decrease in anticipated contacts from the previous month. The last months forecast. The effect of seasons on data.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52