Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MAY 31, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226