Fonolo

NOVEMBER 21, 2017

Avaya’s networking products had a miniscule market share, so a dispassionate analysis would say selling it off is the right move. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. Decrease Handle Time.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Fonolo

FEBRUARY 7, 2018

Analysis from Opus here.). eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. When I heard about this deal, the historic parallel that jumped out at me was the Genesys-EchoPass deal of 2013.

Abandon rate 65

Abandon rate Call Center Engineering Technology 65

Fonolo

MAY 17, 2018

Gartner’s SWOT analysis on Twilio lists price commoditization as a major threat: “The legacy voice and messaging API business that comprises the majority of Twilio’s revenue is rapidly being commoditized….declining Gartner’s SWOT Analysis for TWLO. eBook: The ROI of Call-Backs for Your Call Center. See our coverage here.

Call Center 52

Call Center Abandon rate APIs Contact Center 52

Mindtouch

MARCH 16, 2020

Download the free ebook. You can even break this analysis down by channel (phone, email, chat). Though less straightforward than metrics like CSAT or NPS, the rate at which your agents contribute knowledge content to your self-service repository can be an interesting customer journey indicator. Abandon rate and bounce rate.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

TeamSupport

JULY 6, 2018

Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Some solutions have a Customer Distress Index (CDI) built in for quick information, and sentiment analysis to identify potential dissatisfaction.

B2B 49

B2B Customer Support Abandon rate Metrics 49

TeamSupport

JULY 6, 2018

Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Some solutions have a Customer Distress Index (CDI) built in for quick information, and sentiment analysis to identify potential dissatisfaction.

B2B 40

B2B Customer Support Abandon rate Metrics 40