Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. In fact, according to Salesforce, 72% of people think self-service support is a fast and easy way to handle issues.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

pindrop

OCTOBER 12, 2021

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. Outsourcing should not be a simple decision made purely on financials – it needs to account for the benefits to the customer and where those benefits will best be realized. How can I fix it?

Best practices 46

Best practices Contact Center Management outsourcing 46