Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Going forward, what will these trends be? Investing in Agents.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

teleopti

NOVEMBER 27, 2018

Intra-day scheduling allows planners to reschedule the contact center workforce during the day based on fluctuating arrival patterns for all types of enquiry and all channels while factoring in shrinkage ie events that take agents away from the frontline such as unexpected sickness, time off, ad-hoc breaks or training.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Fonolo

MAY 7, 2015

NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020. This white paper explores key areas that are sure to shake up the industry. Making your contact center omnichannel ready.

Call Center 126

Call Center Management Contact Center Coaching 126