Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. How to Buy Contact Center Software.

Call Center 136

Call Center Contact Center Contact center software Self service 136

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. Abandon rate.

Call Center 141

Call Center Abandon rate First call resolution Contact Center 141

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

Call Center 134

Call Center Interactive Voice Response Average Handle Time First call resolution 134

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

Call Center 136

Call Center Contact Center Abandon rate Average Handle Time 136

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 140

Call Center Contact Center Customer Service Coaching 140

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 141

Call Center Interactive Voice Response Contact Center call center software 141

Fonolo

SEPTEMBER 14, 2021

Here are 3 key strategies that all call center leaders should include in their customer service strategy: 1. Call center SMART goals are a great way to help team members drive customer satisfaction. As a call center, your main obsession should be your customers—their expectations, habits, and desires.

Call Center 141

Call Center Customer Service Abandon rate Interactive Voice Response 141

Fonolo

APRIL 20, 2021

Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. Why use a call overflow handling service?

Call Center 146

Call Center Abandon rate Answering services outsourcing 146

Fonolo

JULY 7, 2022

Scheduling is vital to any call center leader’s job – down to the last break. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence. What is Call Center Schedule Adherence?

Schedule adherence 140

Schedule adherence Call Center Contact Center Wait times 140

Fonolo

MARCH 4, 2021

The higher your FCR, the more efficient your contact center is at helping your customers. The average call center has an FCR of 72%. Abandonment Rate. Here’s another popular KPI in contact centers. An abandoned call is one where the caller hangs up before reaching an agent. Occupancy Rate.

Call Center 146

Call Center Metrics Abandon rate Interactive Voice Response 146

SQM Group

NOVEMBER 16, 2022

Measuring call center abandonment rate can help discover opportunities to improve related issues to workforce management, resource allocation, FCR, and Csat.

Abandon rate 52

Abandon rate Call Center Management 52

Fonolo

NOVEMBER 29, 2022

New call center managers have a lot to wrap their minds around. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. The success of your call center agents depends heavily on your ability to lead them to that success. Call volume Call abandonment rate.

Call Center 125

Call Center Contact Center Customer Service Customer Experience 125

Vcaretec

JULY 18, 2023

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article. Plan rather than panic.

Call Center 98

Call Center outsourcing Contact Center Customer Support 98

Fonolo

NOVEMBER 3, 2022

Developing and executing a call center improvement strategy is no easy feat, but if you plan properly and get your employees excited about a change, your contact center will be back on track and producing even better results! Start Creating a Call Center Improvement Strategy. Agent absenteeism rate.

Call Center 126

Call Center Contact Center Interactive Voice Response First call resolution 126

Fonolo

NOVEMBER 8, 2017

Velocity was struggling with long hold times and a high number of abandoned calls. They thought they had to replace their legacy call center system to correct this problem – which would be costly and time consuming. How a Call-Back Solution Can Help. eBook: The ROI of Call-Backs for Your Call Center.

Abandon rate 70

Abandon rate Call Center Abandon Call Call center experience 70

Calltools

FEBRUARY 8, 2023

If they are kept waiting too long, they may hang up and abandon the call, resulting in missed opportunities for providing excellent customer service. These are five strategies to reduce abandon rates in your call center and enhance the customer experience. Importance of Low Call Abandon Rates?

Abandon rate 52

Abandon rate Contact Center Interactive Voice Response Call Center 52

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 140

Call Center Contact Center Abandon rate Feedback 140

Fonolo

JULY 15, 2021

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. Different call centers might have different goals, and thus have different metrics to prioritize.

Call Center 158

Call Center Abandon Call Contact Center Metrics 158

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). The Executive Guide to Improving 6 Call Center Metrics. What is a call center report?

Call Center 141

Call Center Contact Center Abandon rate Metrics 141

Fonolo

AUGUST 17, 2021

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

Call Center 154

Call Center Contact Center Abandon rate Average Handle Time 154

Fonolo

MARCH 11, 2021

Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need. Abandonment Rate.

Call Center 129

Call Center Metrics Abandon rate First call resolution 129

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 146

Call Center Contact Center Agent burnout call center workforce 146

Fonolo

SEPTEMBER 7, 2021

When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What are your main call drivers?

Interactive Voice Response 156

Interactive Voice Response Call Center Scripts Contact Center 156

NobelBiz

MAY 9, 2023

One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and performance. We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler.

Call Center 98

Call Center Best practices Contact Center Contact center software 98

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Did you know that call center agents face a 30-45% attrition rate?

Call Center 146

Call Center Contact Center Abandon rate Gamification 146

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. 7 steps to success as a call center manager.

Call Center 148

Call Center Management Agent burnout Employee engagement 148

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. First Call Resolution. Call Abandon Rate.

Call Center 98

Call Center Metrics call center software Abandon rate 98

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service Contact Center Metrics 52

Fonolo

SEPTEMBER 21, 2021

As a call center leader, you rely on your call center managers to ensure everything runs smoothly. All companies have different methods for measuring call center performance, including productivity and efficacy of operations. But, who evaluates the call center manager?

Call Center 80

Call Center Abandon rate Management First call resolution 80

Fonolo

AUGUST 4, 2022

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Sounds like a call center manager’s dream, right?

Call Center 80

Call Center Contact Center Abandon rate Metrics 80

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Discover the Six Crucial Contact Center Trends That Will Shape 2021. Luckily, call center software has evolved over the past few years to solve this issue.

Interactive Voice Response 141

Interactive Voice Response Call Center call center software Contact Center 141

Fonolo

OCTOBER 14, 2021

The Executive Guide to Improving 6 Call Center Metrics. It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success. Total Call Center Costs/Total Number of Calls Answered = Cost Per Call. How to Calculate Cost Per Contact in the Call Center.

Call Center 157

Call Center Interactive Voice Response Contact Center Abandon rate 157

Fonolo

OCTOBER 6, 2022

There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. How to Foster Agent Engagement in Today’s Contact Center. How Absenteeism Impacts Your Call Center.

Call Center 80

Call Center Contact Center Abandon rate First call resolution 80

Fonolo

OCTOBER 18, 2022

Agents are the key to a successful call center—that’s no secret. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. How Contact Centers Can Cope with the Labor Shortage. Calculating Absenteeism in the Call Center.

Call Center 85

Call Center Contact Center Metrics Abandon rate 85

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. 10 Ways to Keep Call Center Agents Motivated.

Call Center 85

Call Center Contact Center Feedback Abandon rate 85

Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. Keeping up with Incoming Calls. Monitoring Attendance and Leave.

Call Center 182

Call Center Best practices Metrics Analytics 182