Fonolo

SEPTEMBER 26, 2017

Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. You can think of this as “ASAP” call-backs. Smoothing Out Spikes in Call Volume.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. Handpicked related content for you: Top Customer Service Conferences in 2020. What technology is used in a contact center? An Automatic Call Distributor (ACD).

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Conference Topics vs Company Priorities. Conference Chatter. Call Center Supervisor Mind Map.

Management 40

Management Abandon rate Metrics Contact Center 40