2019, Abandon rate, Call Center and industry standards

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019.

Contact Center

Contact Center Gamification Abandon rate Call Center

Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Why an 80/20 Service Level is Wrong for Your Call Center

Webinars

Stay Connected