Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2019. In 2019, contact center superheroes should watch for the plots, characters, and villains within them. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. Saving the day’ for contact center agents will be a predominant quest in 2019. As Richard J.

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. Their survey finds that 60% of consumers start shopping before Thanksgiving but only 21% start before November. Deloitte offers some clarity on the issue.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Evaluate post-engagement surveys and find your average rating. 8x8 will be attending these in 2019: Enterprise Connect 2019. ICMI ccExpo 2019.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54