Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Hiring should elevate those candidates that are a fit for your company culture and goals. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. We’ve listed the ten we find most valuable below.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

rethinkCX

JUNE 12, 2024

Provide your agents with the right training in conjunction with your organizations values, standards and culture. Recruitment and Hiring : Look for candidates who possess the necessary skills, experience, and qualities for the specific roles within your call center.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Provide your agents with the right training in conjunction with your organization’s values, standards and culture. Recruitment and Hiring : Look for candidates who possess the necessary skills, experience, and qualities for the specific roles within your call center.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

NobelBiz

FEBRUARY 2, 2021

Better yet, during a video session, you can record the call so the new agent can review it later for clarity or additional coaching. A Strong Positive Culture is a Must 1. Call Recording One of the cornerstones of contact center quality is call recording.

Call Center 52

Call Center Training Tips Contact Center 52

BirdEye

JUNE 14, 2023

Your external communication strategy should include details about your position on sustainability, inclusive workplace culture, or other initiatives. They should also underlie your marketing campaigns, customer interactions, and even the company culture. There are no back-and-forth messages and no lengthy wait times for a response.

Communication 98

Communication Social Media Video Meeting 98