Fonolo

NOVEMBER 17, 2020

Call-back technology is finally getting the mainstream acceptance it deserves. Call Center Trends 2014. The call center industry relies heavily on understanding the trends that affect client communications and ultimately leads to customer satisfaction. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

This will typically include the time a caller was waiting and any time the phone is ringing, but not the time it takes a caller to navigate the IVR. It’s one of the most important metrics in the modern contact center, and with good reason. And the worst of it is, consumers are getting more and more impatient on calls.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Caller Expectations are on the Rise.

Best practices 226

Best practices Call Center Contact Center Scripts 226