Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

8x8

DECEMBER 3, 2018

Because of the nature of Lenox’s business, both sales and call volumes are dramatically higher during the holiday season than at other times of the year. On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. The top metrics for customer effort are: Average wait time (for each of the channels handled by contact center). The top metrics for customer effort are: Average wait time (for each of the channels handled by contact center).

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54