Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Contact Center Trends 2019. It’s time to treat them right.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. July is the perfect time to reflect on last year’s holiday customer service. Internal tools and programs might prevent quick and seamless conclusions on the first attempt.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Hodusoft

JANUARY 17, 2024

Remote Accessibility Before the end of 2019 and the start of 2020, remote working was an exception to the norm. This feature is extremely beneficial for contact centers that want to enhance their First Call Resolution (FCR) rate. times improvement in average handle time on a y-o-y basis.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52