Fonolo

MAY 16, 2023

Today, contact centers are increasingly viewed by businesses as the key to understanding customers. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

NobelBiz

MARCH 19, 2024

Missed Calls: Tracking missed calls enables proactive measures to minimize customer frustration and loss of potential business. Abandoned Calls: Identifying trends in abandoned calls allows for adjustments in staffing and workflow to reduce abandonment rates.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. Centrally stored and easily accessible data.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

NOVEMBER 17, 2020

Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. This year, contact centers will see an increase in the number of implementations for performance management solutions. Call center agents experience a lot of stress.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176