Quality Contact Solutions

MAY 4, 2021

If you needed to change the tire on your car because it was flat and you didn’t know how to do it, what would you do? Changing a tire isn’t too difficult if you know how to do it. It’s not any different if you’re trying to find an inbound call center outsourcing partner. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Quality Contact Solutions

MARCH 22, 2021

Goal setting plays an integral role in determining how to implement an inbound call center program successfully. Goal setting & metrics for the inbound call center. When preparing to launch an inbound call center campaign, once a client identifies their WIG, this is where I know our operations team thrives.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. If you have a multi-site or multi-platform scenario, you will need to configure call-backs on each system separately. If some of the sites don’t have the same software setup, the experience might be inconsistent for your customers.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

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

Global Response

MARCH 1, 2022

When it comes to KPIs for your call center, one thing is for sure: less is more. 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. What makes call center KPIs so important?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62