Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JULY 31, 2018

Established in 2012, Payless Furniture processes over 5,000 furniture deliveries every month for customers across the United States. Its New York-based call center is supported by 10 customer service representatives who manage inquiries related to purchases, sales, claims, deliveries, and general customer service questions.

Abandon rate 52

Abandon rate Customer Experience Call Center Enterprise 52

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Revation Systems

JUNE 15, 2020

1% Fairview Health Services has notably improved the contact center's abandonment rate (now at less than 1%). In 2012, Fairview Health Services began searching for a more efficient patient transfer solution. This resulted in long call center wait times and higher abandonment rates.

Healthcare 62

Healthcare Abandon rate call center solutions Education 62