Call Centre Helper - The Award Winning Contact Centre Magazine
We share ten tips for better using call centre metrics, which have been shared with us by industry experts.
Over the past year, customer satisfaction trends have evolved dramatically—and Calabrio has positioned itself better than any WFO solution to meet these new challenges. Commissioned by industry analyst firm DMG. Download this report to review the latest updates for WFO organizations
COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic.
In the age of remote work, most of the focus has been on how agents – especially those who have never worked remotely before – are adapting. But agents aren’t the only people who have had to navigate this new reality. Supervisors have had to completely transform how they work. In the call centre, it’s critical they have the tools to navigate a new remote world while empowering teams, driving value and improving business performance.