Fonolo

MAY 16, 2023

Understanding Contact Center Analytics Contact center analytics involves the collection and analysis of data related to the center’s operation. Analytics are also called key performance indicators or KPIs. Call duration: The average length of time that a call lasts.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

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 88

Contact Center Interactive Voice Response Virtual Agent Management 88

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

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.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

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. ” Problem solved.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62