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. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

Open communication is vital in a call center environment to foster collaboration, maintain employee engagement, and improve overall performance. Abandonment Rate : Abandonment rate measures the percentage of callers who hang up or abandon the call before reaching an agent. Give them the tools to manage all complaints.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Open communication is vital in a call center environment to foster collaboration, maintain employee engagement, and improve overall performance. Abandonment Rate : Abandonment rate measures the percentage of callers who hang up or abandon the call before reaching an agent. Give them the tools to manage all complaints.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

BirdEye

JUNE 14, 2023

Having a proper internal communication system allows you to deliver timely, consistent information to your employees, engaging them and reinforcing the team atmosphere. There are no back-and-forth messages and no lengthy wait times for a response. And people can answer phone calls almost anywhere.

Communication 98

Communication Social Media Video Meeting 98

Pointillist

OCTOBER 22, 2018

Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Let’s say a machine learning program can detect that you are stressed out and plug in a call-center rep faster, reducing your wait time.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40