Fonolo
NOVEMBER 17, 2020
There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR). Escalating from a digital channel to voice. Call-back technology is finally getting the mainstream acceptance it deserves. Call Center Trends 2014.
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. And the worst of it is, consumers are getting more and more impatient on calls. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes.
Expert insights. Personalized for you.
176 
Let's personalize your content