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Contact Center Trends 2021: The CX Watershed

Fonolo

Tip: If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017. Reducing Abandonment Rate ( read the success story ). Source: The Contact Center Satisfaction Index Mid-Year 2013.

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Top Contact Center Acquisitions of 2017

Fonolo

It acquired PrairieFyre in 2013, then Aastra (for $400m!) What’s Inside: Lower Abandon Rate. The fact that they were willing to do this deal shows they are really committing to call center and unified communications. Mitel Acquires Shoretel. In July, Mitel bought Shoretel for $530M, all cash. Decrease Handle Time.

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Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition

Fonolo

When I heard about this deal, the historic parallel that jumped out at me was the Genesys-EchoPass deal of 2013. What’s Inside: Lower Abandon Rate. Now that the company is public, there will be many more analysts opining, so this was a problem that needed fixing. The Spoken acquisition is a bold and definitive answer.

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Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

The Philippine’s BPO sector is the fastest growing industry in the country with 900,000 Filipinos employed full time in 2013 providing an estimated 1.3M This simplistic math lead to globalizion of services with early adopters such as GE and American Express moving operations to India in the early 90s. new jobs in the IT / BPO sector by 2016.

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What is an Inbound Call Center? (3 Skills the Best Ones Have!)

Babelforce

Abandon Rate. Abandon rate is simply the proportion of customers who give up while waiting to reach the right resource (generally an agent.). When a lot of customers abandon, it signals an over-long wait time or negative queuing experience. Learn how to improve your contact center abandon rate here. ).