SharpenCX
DECEMBER 9, 2020
It’s the story of abandoned calls. Customers abandon calls when they’re frustrated from long hold times and unanswered questions. Spikes in abandoned calls take a toll on agent productivity and customer satisfaction. And often, they lead your customers to abandon your brand entirely.
Fonolo
OCTOBER 14, 2021
Read on for a crash course! The Executive Guide to Improving 6 Call Center Metrics. Though the formula seems simple enough to grasp, it starts to get tricky when you have to determine the total cost of your call center. All company technology including hardware, software, and licensing fees. Unfamiliar with this term?
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Fonolo
JUNE 22, 2023
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Read on for a crash course! What is Visual IVR?
Fonolo
AUGUST 29, 2023
There are plenty of resources online and organized workshops and courses you can take advantage of, too. The Ultimate Guide to Call Center Training Step 2: Help Your Agents Develop Empathy Empathy forms the heart of active listening. Customer satisfaction scores can increase by 12% when agents paraphrased customer issues.
Spearline
JUNE 8, 2020
The need to measure the audio quality of calls may seem self-evident, but you’d be surprised how many companies fail to take this into account when assessing their overall quality of customer experience. Of course, amongst the biggest users of international toll and toll-free number systems are contact centres. Abandoned calls.
VHT
OCTOBER 4, 2018
Virtual queuing is basically the ability to hold a caller’s place in line (virtually, of course) so they don’t have to sit hold hold and wait. Here’s an in-depth look at how virtual queuing works and some of the major benefits that come along with using this technology. How Virtual Queuing Works.
SharpenCX
JANUARY 21, 2020
Of course, it’s unrealistic to think that every issue can be resolved on the first contact. Boost the Metric: To boost FCR, your processes, technology, agent training, and coaching programs all need to work for your customer’s experience. Others are avenues for feedback, a strong company culture, and of course, reasonable pay.
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