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

JustCall

AUGUST 19, 2021

Did you know that more than 58% of customers believe that waiting on hold for 1 minute is too long? Long Wait times result in many abandoned calls, and customer dissatisfaction. The average wait time for a call center or contact center customer is 20 seconds. Customers hang up.

Call center experience 52

Call center experience Call Center Abandon Call Abandon rate 52

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ? That’s where call-back technology comes in. Yet many call centers report seeing just that with call-back technology. First Call Resolution (FCR).

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

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

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

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. 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

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62