Fonolo

SEPTEMBER 26, 2017

“Spikey” traffic degrades the customer experience and drags down key performance metrics. 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. plus the ability to defer excess call volume to a later time.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

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. Handpicked related content for you: Top Customer Service Conferences in 2020.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Insite Managed Solutions

OCTOBER 14, 2015

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business. How do the metrics stack up against forecasted versus actual?

Management 40

Management Abandon rate Metrics Contact Center 40