Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! This service level means that 80% of calls should be answered in 20 seconds or less. Those are good questions! Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Service level Abandon rate Construction 81

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. Shoppers also might contact a company with billing questions or to find answers for a payment issue.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 29, 2022

Call volume Call abandonment rate. Besides needing to take each agent’s schedule into account, it’s also imperative that scheduling follows your call forecasting. Offering an optimized self-service customer experience is a game changer for both your customers and your agents. Average handling time (AHT).

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Hodusoft

OCTOBER 19, 2023

Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency. It allows customers to get quick access to information like account status, product information, etc., Just make sure to negotiate favorable contracts, and monitor their performance regularly.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

JustCall

APRIL 3, 2023

Identification: The agent verifies the identity of the customer and pulls up their account information or customer history. First Call Resolution (FCR) Percentage of calls that are resolved on the first attempt, without the need for follow-up calls or escalations High FCR rates indicate effective problem-solving and customer satisfaction 3.

Call Center 40

Call Center call center solutions Average Handle Time Technical Support 40

Fonolo

NOVEMBER 17, 2020

More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business. Self Service as a Consumer Preference. In fact, according to Salesforce, 72% of people think self-service support is a fast and easy way to handle issues.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 11, 2023

According to a study by Deloitte, optimizing staffing levels can reduce wait times by up to 80%. Offer self-service options Self-service options like FAQs and chatbots can help reduce call volume and wait times by letting customers find the information they need quickly and easily.

Best practices 81

Best practices Contact Center Management Abandon rate 81