Fonolo

MAY 25, 2022

Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Industry Report: State of the Contact Center 2022. When it comes to reducing call center costs, start here. How to Calculate Cost Per Contact in the Call Center. Cloud-based technology.

Call Center 67

Call Center Technology First call resolution outsourcing 67

Fonolo

JANUARY 12, 2023

A 2022 Shopify report found that 73 % of customers expect brands to understand their unique need s and expectations. When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Fonolo

SEPTEMBER 9, 2021

Knowing your customers is a good first step to satisfy them. Another prominent component of call center data is KPIs (key performance indicators). First-call resolution, average handle time, abandonment rate, and customer satisfaction scores are all popular metrics that measure performance, and in turn, customer satisfaction.

Customer Service 108

Customer Service Abandon rate Average Handle Time Call Center 108

Outsource Consultants

JANUARY 3, 2024

Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. Tackling 2024: This Year’s BPO Industry Predictions Prediction: Technology Investment Soars in Response to Labor Cost Savings Why? Prediction: Kenya to Overtake South Africa as Africa’s Top Outsourcing Hub Why?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

MARCH 17, 2022

For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders. Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Industry Report: State of the Contact Center 2022. Call Center Management Duties. Time management.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

DECEMBER 9, 2021

Tap into technology to track specific KPIs. Call-back technology is a great way to lower abandonments and raise customer satisfaction by allowing them to bypass long hold times. Make sure call monitoring is on your to-do list. Agent Engagement Will Be Critical for Contact Centers in 2022. Average hold time.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

ViiBE Blog

MAY 20, 2021

Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. With increased efficiency, it has been recorded that Augmented Reality can boost First Call Resolution by as much as 34%.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52