Fonolo

JULY 20, 2023

In short, call-backs should be an insurance policy your contact center can count on. By contrast, a poorly executed call-back strategy can put extra stress on your call center and frustrate customers in the process. What Does This Mean For Your Contact Center?

Wait times 67

Wait times Abandon rate Call Center Contact Center 67

Fonolo

OCTOBER 3, 2017

Credit unions must be competitive in order to stand out from those big mean banks; they must establish a truly unique offering to attract new membership. This is why the National Credit Union Call Center Conference is so important. Webinar: How to Lower Abandon Rates and Improve the CX . Reducing Abandoned Calls.

Call Center 52

Call Center Abandon rate Abandon Call Morale 52

Fonolo

MAY 12, 2020

We had a local community credit union, and that’s where we went for banking. As my grandmother got older I would help her with her finances, helping her get to the bank and do the things she needed to do. Every contact center manager seems to value different metrics — what KPIs do you use?

Contact Center 81

Contact Center Management Banking Abandon rate 81

TRUSTID

OCTOBER 21, 2018

The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand. The article cites three common performance benchmarks that can help you compare how your call center measures up against other call centers.

Call Center 52

Call Center Abandon rate Benchmark Healthcare 52

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. This result was surprising because Avaya call centers are more common.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. What happens when call volume gets out of control in your contact center?

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

MAY 22, 2018

Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Which Vendors are Currently Providing Call-Backs? What’s the Benefit of Call-Backs? About the Survey.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Fonolo

MAY 5, 2020

They’re typically pretty pleased to be able to offer call-backs to their customers, and we’re delighted when they see drastic reductions in abandon rate and improvements in customer satisfaction. Handpicked related content: How to Eliminate Hold Time in Your Call Center. Fonolo Flattens Call Spikes.

Abandon rate 62

Abandon rate Caller satisfaction Banking Customer centricity 62

Altivon

JUNE 13, 2020

Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Here is a look at how US contact centers are responding to the unique demands of the current climate. Remote Work Before COVID-19: Survey Results From 2019.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Fonolo

OCTOBER 26, 2023

The State of the Contact Center in 2023 Industry Report The difference between these relative levels is significant and is surely something reflected in your bottom line. For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. That number jumps to 72% when they have complaints.

Advertising 81

Advertising Feedback Call Center Wait times 81

Enghouse Interactive

JUNE 29, 2018

When conducting outbound calls, credit unions have the ability to better connect with members by using cutting-edge contact center software. Call Back Queuing. Call abandonment is an epidemic that’s becoming increasingly more problematic for credit unions. and “Are there bank fees I should be aware of?”

Technology 61

Technology Banking Abandon rate contact center solutions 61

Fonolo

JULY 9, 2018

Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. We are honored to acknowledge two amazing businesses for their outstanding achievement in improving their customers’ experiences through the offering of call-backs.

Customer Experience 52

Customer Experience Abandon rate Banking Contact Center 52

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. According to a Forrester report 1 , a North American bank reported that knowledge-based authentication (KBA) has had a 25% false reject rate, which resulted in an unacceptable level of customer dissatisfaction.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Fonolo

MAY 13, 2019

It doesn’t matter how much you have in your bank account or what your affiliations are: You belong to the customers. I took a step back and wanted to become part of my delivery team, my service team, my contact center, and my technical support team. The Contact Center Guide to Managing Spikes in Call Volume.

Customer Service 96

Customer Service Technical Support Education Contact Center 96

Quiq

AUGUST 14, 2019

The normal sounds of a contact center are usually a cacophony of ringing phones, one-sided conversations, clicks, and keyboard taps. These sounds, or at least some of them, and their association to call centers may soon be fading into the background. Some may think of reducing calls as simply a way to cut costs.

Contact Center 40

Contact Center Abandon rate Call Center Average Handle Time 40

Fonolo

JUNE 27, 2018

Through these candid, sometimes amusing, social media shout-outs, companies can learn a lot about how to get their contact centers to rise up to any customer challenge. From BA, we can learn an important industry tip: If you want to boost your abandon rates and get rid of pesky customers, just keep putting everybody on hold ….

Airlines 52

Airlines Abandon rate Entertainment Banking 52

Fonolo

JULY 16, 2014

Handpicked related content: Top Contact Center Trends in 2020. For example, for “simple” inquiries (like “what’s my bank balance?”) Handpicked related content: How to Eliminate Hold Time in Your Call Center. In the call center, it’s often hard to determine what the right service level is.

Customer Service 67

Customer Service Feedback Call Center Abandon rate 67

NobelBiz

AUGUST 11, 2022

Customer expectations are higher than they have ever been and call centers are increasingly concerned with their ability to adapt to changing conditions. That’s where CCaaS – Contact Center as a Service comes in. Why CCaaS flexibility is so important for call centers?

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52