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The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Why do metrics matter? Are your customers happy?