Abandon rate Average Handle Time Conference Interactive Voice Response 
Fonolo
MAY 17, 2017
Contact center technology is the difference between an average customer experience and an exceptional customer experience; the kind that gets people talking about your brand. Handpicked related content for you: Top Customer Service Conferences in 2020. An Interactive Voice Response System (IVR).
Fonolo
SEPTEMBER 26, 2017
When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows. That drives up the abandonment rate, as callers get tired of waiting on hold. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale.
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