Fonolo

MAY 14, 2019

More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. It’s likely that a survey covering more of the mid-market and smaller call centers would have shown lower penetration.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. Customers were sending an important message. The abandon rate had climbed to more than 20 percent! The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Fonolo

AUGUST 28, 2018

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. What’s Inside: Lower Abandon Rate.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Fonolo

MAY 12, 2020

What is the customer service mandate, or overarching manifesto, for customer service at Credit Union of Colorado? I would say the biggest change has been the chat feature, which we introduced in 2017 and has grown exponentially since. Handpicked related content: 7 Things Great Call Center Managers Do Every Day.

Contact Center 81

Contact Center Management Banking Abandon rate 81

DMG Consulting

DECEMBER 11, 2017

KPIs fall into many categories, and each leader should come up with a set of metrics that allows them to quickly evaluate the “health” of their contact center throughout the day. Different types of contact centers – customer service, sales, collections, etc. Self-service displacement (automation) rate.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Fonolo

MARCH 17, 2020

I spoke with Romano at the top of 2020, exciting times for an auto brand zooming forward with its customer service, employee culture, technology, and brand loyalty. Our customer service scores were embarrassingly low. Almost four years ago we decided that our company … needed to change.

Automotive 67

Automotive Abandon rate Feedback Customer Service 67

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. Cool Scatter Plot of Service Levels!

Service level 57

Service level Surveys Abandon rate Call Center 57

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. email, SMS, outbound call) when they reached a defined point in their journey.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90