Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. 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. Contact Center Trends 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

MARCH 26, 2020

Tag in September 2019. was able to create multiple queues that could be customized in real-time. launched UJET’s mobile SDK and IVR support via UJET’s platform in April 2019. PSTN voice, in-app voice, and messaging (SMS and in-app chat) were released in May 2019. Looking for even more ways to help owners, Wag!

Interactive Voice Response 59

Interactive Voice Response Wait times voip Customer Support 59

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

CSM Magazine

MARCH 26, 2020

Tag in September 2019. was able to create multiple queues that could be customized in real-time. launched UJET’s mobile SDK and IVR support via UJET’s platform in April 2019. PSTN voice, in-app voice, and messaging (SMS and in-app chat) were released in May 2019. Looking for even more ways to help owners, Wag!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. Cool Scatter Plot of Service Levels! One chart really jumps out: A scatter plot of all the service levels that call centers are using. It would be great to see how it evolves over time.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. 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 96

Service level Call Center Abandon rate Metrics 96