Call Experts

JULY 27, 2023

These centralized hubs of customer interactions are vital in delivering exceptional customer experiences, improving operational efficiency, and fostering long-term growth. Important metrics that you want to make sure you understand include time to answer, abandonment rates, and uptime.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Fonolo

OCTOBER 26, 2023

85% of customers expect a conversation to move seamlessly across channels - and hate repeating themselves. For example, for “simple” inquiries (like “What’s my bank balance?”), self-service channels are preferred. However, as the question gets more complex, customers want to speak with a live agent by chat or on the phone.

Advertising 81

Advertising Feedback Call Center Wait times 81

Fonolo

JULY 16, 2014

85% of customers expect a conversation to move seamlessly across channels - and hate repeating themselves. For example, for “simple” inquiries (like “what’s my bank balance?”) In the call center, it’s often hard to determine what the right service level is. Your customers crave a personalized experience.

Customer Service 67

Customer Service Feedback Call Center Abandon rate 67