Fonolo
MAY 16, 2023
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.
Hodusoft
FEBRUARY 29, 2024
Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest. Long Wait Times and High Abandonment Rates One of the most noticeable red flags is extended wait times for customers and high abandonment rates. Ensuring data privacy and compliance with regulations is paramount.
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Fonolo
AUGUST 29, 2019
Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Replacing hold-time with a call-back is a no-brainer: It eliminates something that customers universally dislike, while lowering abandon rates. That won’t go away in 2020, and it will probably still be a requirement in 2050!
CSM Magazine
OCTOBER 28, 2020
Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Analytics Competition Winners. This year, C3 was held as a virtual event. Idaho Central Credit Union. The ONE Awards Winners.
Talkdesk
MARCH 12, 2021
Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction. Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. It reduces the call centers average cost per case and improves upsell opportunities.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.
Hodusoft
SEPTEMBER 30, 2021
According to Gartner , over 40% of customer service and support leaders experienced increased service contact volumes compared to original 2020 projections due to the pandemic. . A McKinsey study found that by April 2020, telehealth utilization for outpatient care grew over 78 times from February 2020.
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