Operating a successful contact center is rarely a simple undertaking. As many contact center professionals know, there are a number of crucial factors that come into play. At Fonolo, we often hear from call center managers who are proactively trying to improve their metrics with our solutions. This year we even started awarding managers for their contribution to enhancing the customer experience. But, we wanted to go one step further and pick the brains of forward thinking leaders. We asked them, “How do you meet (or exceed) the KPI’s set for your contact center?” And you know what? Many were eager to share their words of advice. Below you’ll hear from extraordinary contact center thought leaders including Fonolo customers: Home Advisor, Cloud9 Realtime, and Edge Imaging.
So, without further ado, here are 7 amazing tips from experienced industry professionals about how they achieve success in the contact center. Continue reading