Fonolo

MARCH 7, 2023

If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Movements from the human realm to the self-serve realm is harder.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Fonolo

MAY 4, 2021

Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer. The ROI of Call-Backs for Your Call Center. Upgrade your call center software and infrastructure. Improve your self-service options.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

JustCall

MAY 14, 2024

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. So why does AWT go up at call centers? Low call scores can also be validated by customer effort scores (CES), which measure how much effort a customer had to put in to get the resolution they were looking for.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

Hodusoft

DECEMBER 28, 2022

5 metrics to evaluate the success of call center management. It is an excellent way to assess call center operations and agent effectiveness. Utilizing call centers software features like CRM integration and data analytics, businesses can understand the unique needs of every customer.

Best practices 52

Best practices Call Center Metrics call center software 52

Hodusoft

SEPTEMBER 20, 2023

Benefits of Call Queue Management Would it surprise you if you came to know that customer-facing businesses that leverage sophisticated call-queuing management systems enjoy many more benefits than their counterparts that don’t use call-queuing systems? Call queue management provides a wide range of benefits ranging from: 1.

Interactive Voice Response 52

Interactive Voice Response Wait times call center software Call Center 52

OctopusTech

MARCH 1, 2023

Call centers should have 5-8 KPIs they use to assess the health of the operation and they should include a mix of operational and customer-related metrics. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

FEBRUARY 7, 2013

Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. As mentioned above, the abandonment rate is the most obvious metric to be affected. Outdated contact center technology.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62