How to Calculate Schedule Adherence in the Call Center
Scheduling is vital to any call center leader's job – down to the last break. We...
Category: Contact Center
3 Call Center Quality Monitoring Best Practices
Steve Jobs once said, "Be a yardstick of quality. Some people aren't used to an environment...
3 Ways to Drive Inclusive Agent Engagement
Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so...
Occupancy Rate vs Utilization Rate: What’s the Difference?
All folks new to the contact center world have many steep learning curves to overcome—a big...
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Essential Technology for the Virtual Contact Center in 2022
Contact center technology is one of the best investments you can make for your business this...
Announcing the Winners of the 2022 CX Excellence Awards
Fonolo is pleased to announce this year's CX Award winners, Educational Employees Credit Union (EECU) and Oregon...
What is Call Center Quality Monitoring and Why is it Important?
Quality monitoring is a standard call center practice - but are your efforts paying off? This...
The Call-Back Tactical Handbook: 6 Ways to Optimize Call Back Software
How can you optimize Voice Call-Backs to reach your call center’s highest potential? Fonolo's Ultimate Call–Back...