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Guide to Interpreting Call Center Analytics

Fonolo

Call center analytics software helps with this process and is typically bundled with modern call center software as a service products. Executive Guide to Improving 6 Call Center Metrics 6 Key Call Center Metrics Call volume: The total number of calls received by the call center over a specified period.

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A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

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How to Eliminate Hold Time in Your Call Center

Fonolo

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. Outdated contact center technology.