Fonolo

SEPTEMBER 14, 2017

Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. An Easy Approach to Lowering Abandon Rates.

Abandon rate 62

Abandon rate Abandon Call Morale Call Center 62

Fonolo

SEPTEMBER 28, 2017

A poor customer experience is something no company can afford to take lightly. Especially since bad experiences are so costly: 62% of customers will actually consider switching to a competitor! Unfortunately, it’s hard for contact centers to deliver a great experience after they’ve put a customer on hold.

Abandon rate 59

Abandon rate Abandon Call Morale Call Center 59

Fonolo

SEPTEMBER 26, 2017

Smoothing Out Spikes in Call Volume. Many call centers have peaks in call volume as a result of holidays, bad weather, special promotions, etc. Spikey” traffic degrades the customer experience and drags down key performance metrics. When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Fonolo

OCTOBER 3, 2017

In fact, Fonolo has realized first-hand how to help credit unions deliver on experiences that win over members. If you haven’t registered for the webinar yet, you can still do so here. Webinar: How to Lower Abandon Rates and Improve the CX . Reducing Abandoned Calls. Managing Spikes in Call Volume.

Call Center 52

Call Center Abandon rate Abandon Call Morale 52