Fonolo

APRIL 13, 2021

What is call overflow handling? Call overflow handling refers to a type of answering service that helps call centers deal with spikes in call volume. These services have trained call center professionals who manage incoming customer calls when primary contact center agents have reached their call handling capacity.

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Fonolo

MAY 31, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. The biggest problem with the voice channel, as many call center professionals know, is long hold-times.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. The biggest problem with the voice channel, as many call center professionals know, is long hold-times.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Reducing Abandonment Rate ( read the success story ).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

JANUARY 21, 2022

The biggest one especially with remote work is making sure that everyone is on the same page, this is especially true for sales and support teams. From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the lurch. .

Interactive Voice Response 52

Interactive Voice Response CRM Sales Coaching 52