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 duration: The average length of time that a call lasts.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Call Center 52

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

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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

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. What technology is used in a contact center?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Fonolo

MARCH 7, 2023

Examples include FAQ sections on websites, chatbots, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers. However, there are several special considerations when deciding whether to install self-service options in your call center.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87