A Guide to Improving Call Center Operations
New call center managers have a lot to wrap their minds around. Coming in fresh to...
Tag: service-level
From call-backs to customer service, our extensive library will support you at any stage of your journey. Ready to learn how you can deliver the ultimate call center experience?
What is Call Center Shrinkage?
On a good day, your contact center can run like a well-oiled machine, but call center...
How to Monitor Call Center Performance
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like...
Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
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New Survey on Service Level: 80/20 Is Still Going Strong
When it comes to metrics for tracking call center performance, service level is the undeniable king...
Calling all Call Centers: Confessions of a Tech Support Agent
It's our turn. If you've had your eyes on the Fonolo blog for the past nine...
How to Efficiently Manage Service Levels with the Right Technology [Slideshare]
For most call centers, service level is a very important KPI. It measures two parameters: 1)...
#Trending: Call Centers Are Addicted to Call-Backs
Here’s what we know: In the call center industry, it feels as though there is a...