SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

According to this Customer Experience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

But a study just a couple of years later by Arise found that 65% of consumers would only wait two minutes, and 13% felt that no wait time was acceptable. 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.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52