Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Try These 3 Contact Center Strategies for Q4 Success. Decreased call abandonment rates and total call time (by eliminating call holds).

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

JANUARY 19, 2021

Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. Six Secrets to Boost Customer Satisfaction in the Contact Center. Agent-First Virtual Queuing.

Abandon rate 147

Abandon rate Airlines Contact Center Interactive Voice Response 147

COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. As the service level declines, the abandonment rate will rise. As an illustrative example, think of phoning an airline. See the diagram below.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Fonolo

JUNE 27, 2018

As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! And luckily, for everyone involved, we have been on top of monitoring it all. Air Canada.

Airlines 52

Airlines Abandon rate Entertainment Banking 52

Fonolo

JANUARY 5, 2021

Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo. 5 Amazing Reasons to Add Virtual Queuing to Your Call Center. But what exactly is it? What is virtual queuing technology? Scheduled Conversations.

Technology 143

Technology Abandon rate Contact Center Airlines 143

Noble Systems

JULY 15, 2019

Businesses wait for a customer to call into the contact center. Let’s take a look at a typical airline customer’s experience (without AI) whose flight has been cancelled due to weather. Jim decides to log onto the airline’s website to search for a new flight. After 30 minutes Jim gets frustrated and calls the airline.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

Fonolo

MARCH 17, 2020

While in his final year of university as a marketing student, he had enrolled in a pilot training program with Flying Tiger Airlines, which unfortunately went out of business. Fonolo , the industry leader in cloud-based call-back solutions has revolutionized the way contact centers interact with customers through web, mobile, and voice.

Automotive 67

Automotive Abandon rate Feedback Technology 67