2020 Abandon rate Contact Center Self service 
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 2021.
Fonolo
AUGUST 29, 2019
Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shaun here and here.
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Hodusoft
JANUARY 17, 2024
Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. That’s where sophisticated UCaaS contact center software can be of immense use.
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. Can Call-Backs Do More for your Contact Center?
Stafford Communications
JUNE 2, 2020
While service level targets are important for staffing models, we have seen that there are real drawbacks to focusing on service level as the most important consideration for a contact center operation. Service levels clearly have relevance for ‘real-time’ exchanges like phone calls or chat sessions.
Stafford Communications
JUNE 2, 2020
While service level targets are important for staffing models, we have seen that there are real drawbacks to focusing on service level as the most important consideration for a contact center operation. Service levels clearly have relevance for ‘real-time’ exchanges like phone calls or chat sessions. Healthcare.
pindrop
OCTOBER 12, 2021
It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction.
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