Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Why Use Visual IVR Instead of IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. VPs & Directors of Customer Experience.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Fonolo

MAY 31, 2019

When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue. This is the reality for call centers, and it can have a significant impact on the bottom line. Call Center Leaders: Read the rest of this pivotal industry report.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Quality Contact Solutions

MARCH 22, 2021

Back in the early ’90s, as a college student, I found myself working in an inbound call center , which at the time was an industry that many didn’t fully understand or appreciate. I was an agent taking inbound calls for vehicle rentals alongside 199 other agents.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

Fonolo

MARCH 28, 2019

When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue. This is the reality for call centers, and it can have a significant impact on the bottom line. Call Center Leaders: Read the rest of this pivotal industry report.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

SEPTEMBER 12, 2017

Consumers today are more demanding than ever, especially when it comes to the call center experience. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. 2) Reduce Abandon Rates. Understanding Industry Benchmarks. Plus So Much More!

Abandon rate 143

Abandon rate Call Center Contact Center Benchmark 143

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. Example #3: Call center KPIs for automotive businesses.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62