2020 Abandon rate Average Handle Time First call resolution 
Fonolo
MAY 16, 2023
Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. One of the most basic, and critical, types of call center analytics is call volume.
Hodusoft
FEBRUARY 29, 2024
Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest.
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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.
Fonolo
MAY 17, 2017
UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. Handpicked related content for you: Top Customer Service Conferences in 2020. Luckily, offering a call-back is a great solution to this problem.
Hodusoft
JANUARY 17, 2024
Remote Accessibility Before the end of 2019 and the start of 2020, remote working was an exception to the norm. This feature is extremely beneficial for contact centers that want to enhance their First Call Resolution (FCR) rate. times improvement in average handle time on a y-o-y basis.
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