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. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

SEPTEMBER 8, 2020

Members and caregivers are already under stress due to the ongoing COVID-19 pandemic and will only have a limited number of weeks to make healthcare choices for 2021. During this busy time, health plan providers need to ensure they accommodate the demands of new and re-enrollments while still meeting the expectations of existing customers.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Playvox

OCTOBER 19, 2021

unemployment rate was 5.4% in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. Increased abandon rates.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

pindrop

OCTOBER 12, 2021

Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021. Not only has the average call duration increased by almost 2 minutes, the cost of servicing those calls has also been inching up. It now costs up to 40% more to handle a call compared to the cost three years ago. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

NobelBiz

FEBRUARY 22, 2023

As a result, in this article, we look at the most important key performance indicators (KPIs) for the voice channel and how technology may help to enhance them. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

As a result, in this article, we look at the most important key performance indicators (KPIs) for the voice channel and how technology may help to enhance them. The Average Handling Time (AHT) Call centers are an excellent investment when it comes to customer care, whether you are assisting your staff or your consumers.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52