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

FEBRUARY 20, 2020

Technology Has Reduced Time and Patience. It’s hard to imagine a time when you had to physically post a letter to get anything done. Related content for you: 3 Major Contact Center Trends in 2020. The Rise of ‘Always-On’ Customer Service. Top content for you: Top Contact Center Trends in 2020.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. The average wait time for a response on social media is nine hours. Building Brand Loyalty.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

Wireless 189

Wireless Banking Analytics Call Center 189

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345