Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

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.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

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.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52

Babelforce

APRIL 26, 2022

What are call center analytics? Most dashboards are integrated into your call center software , allowing for automated reporting and real-time updates. What are call center analytics? Call center analytics is the process of analyzing call center data to improve performance.

Call Center 52

Call Center Abandon rate Average Handle Time Analytics 52

Fonolo

MARCH 7, 2023

Metrics and Assessment One of the first steps towards creating a high-quality customer self-service strategy is to dive right into analytics. Most call center agents will tell you that the same questions and pain points arise time and time again from different customers. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87