Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. That’s where call-back technology comes in. If you aren’t familiar with call-back technology and its benefits, we’ve put together a quick list so you can explore the benefits of this popular tool.

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Fonolo

MAY 16, 2023

Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Every contact center uses them. But knowing which metrics matter, and how to interpret them, is key to success. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. 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.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

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. Almost everyone has used an IVR at some point.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

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

Quality Contact Solutions

MAY 4, 2021

KPI’s – Know what key performance indicators are essential to the program’s success and be sure the prospective inbound call center outsourcing partner understands and can measure them. Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98