Fonolo

NOVEMBER 1, 2017

That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. Compared to other enterprise software, the transition to cloud has been a difficult road for the call center. One day, an on-premise call center may seem as quaint as a rotary-dial telephone.

Call Center 138

Call Center Abandon rate Contact Center Enterprise 138

Fonolo

NOVEMBER 6, 2018

Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. See 4 Insightful Contact Center Reports You Should Be Reading. For more on that see previous posts AI is Not Reducing Call Center Agent Employment or What’s the Ceiling on Self-Service?

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Fonolo

AUGUST 28, 2018

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. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. His blog post is the source of the chart below.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Occupancy Rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

Noble Systems

MARCH 22, 2021

For many healthcare organizations, the call center is a patient’s first point of contact. They are actively seeking ways to fundamentally improve their contact center operations and enhance patient care , efficiently and effectively. In the first blog in this 2-part series, we discussed the top healthcare contact center trends.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

Fonolo

MAY 17, 2018

We’ve been following publically-traded companies for whom cloud call center is a significant component of their business. To keep the blog post digestible, we are just focussing on companies with interesting news. It’s rumored they will either build or acquire a call center of their own shortly, as we wrote about here.

Call Center 52

Call Center Abandon rate APIs Contact Center 52

Comm100

MARCH 28, 2018

This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team. Abandon Rate: Percentage of contacts that are lost before they can be answered. Transfer Rate: Percentage of contacts that have to be transferred to another agent.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46