software-technology 
CSM Magazine
JULY 13, 2022
Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. About the Survey.
Hodusoft
MAY 10, 2023
The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 8, 2022
The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls. As the Great Resignation continues to loom over the industry, hiring and training more agents may not be in the budget. The solution?
Talkdesk
MARCH 5, 2020
If you are in this camp, the last thing you want to do is bombard your customers with aggressive dialing campaigns that result in call abandonment. While industry definitions vary, there are four primary dialing “modes:” Preview, Power, Progressive and Predictive. That kind of behavior will drive them away in a heartbeat.
NobelBiz
FEBRUARY 22, 2023
That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Technological Issues The technology isn’t cutting it. Use satisfaction surveys The final option is to deploy satisfaction surveys.
NobelBiz
FEBRUARY 18, 2023
That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. In call queues, the typical distribution method is first in, first out. Technological Issues The technology isn’t cutting it. This is generally an instant feedback point.
SharpenCX
JANUARY 21, 2020
Measure CSAT through surveys sent after an email interaction, or as a quarterly email blast. These survey responses then give you a sense of how happy your customers are. How to Measure it: Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers. Let me break that down a bit more.
Expert insights. Personalized for you.
59 
Let's personalize your content