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

SharpenCX

FEBRUARY 10, 2021

Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. Your hold times, your service levels, and your abandon rates all fall into this category. Stock your knowledge base with scripts. What’s more? Behavioral data (like feature usage and churn trends).

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Callminer

OCTOBER 22, 2019

Campaign success features can extend to script development – it’s important that a service provides knowledgeable, professional service to your customers. Metrics like call length and number of calls processed should fall down the priority ladder behind first call resolution, wait length, abandonment rates and quality of engagement.

Best practices 203

Best practices Call Center outsourcing Contact Center 203