Fonolo

OCTOBER 24, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Are you prepared for unpredicted spikes in call volume?

Abandon rate 75

Abandon rate Call Center Contact Center Education 75

Fonolo

MAY 11, 2022

Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pleasant and memorable experiences. Creating a Customer Service Strategy That Drives Business Growth. Educational Employees Credit Union (EECU).

Abandon rate 67

Abandon rate Education Contact Center Call Center 67

Fonolo

MAY 2, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” Are you prepared for unpredicted spikes in call volume? Improving Customer Satisfaction.

Abandon rate 57

Abandon rate Call Center Wait times Education 57

Fonolo

OCTOBER 3, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” Are you prepared for unpredicted spikes in call volume? Improving Customer Satisfaction.

Abandon rate 52

Abandon rate Call Center Wait times Education 52

Fonolo

JUNE 13, 2018

Every call center faces the problem of unpredictable spikes in call volume. The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Are you prepared for unpredicted spikes in call volume? We’ll talk about: Managing Spikes in Call Volume.

Abandon rate 64

Abandon rate Call Center Wait times Education 64

Dialer 360

MARCH 22, 2023

In 2023, call centers are continuing to play a crucial role in customer service and support for all sizes of businesses. With the increasing importance of providing excellent customer experiences, call centers have become an essential component of many companies’ customer service strategies.

Call Center 26

Call Center Sales Healthcare Government 26

Fonolo

APRIL 11, 2019

Much like ensuring that our young are safe from harm’s way, yet still have the freedom to explore and grow, contact center leadership must ensure that their departments are safe-guarded while still maintaining the capability to grow internally and externally both in service and in excellence. VPs & Directors of Customer Experience.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Fonolo

JULY 17, 2018

In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions. Of the many success stories we observe every day, we’re particularly excited to share this one, featuring First Service Credit Union (FSCU).

Abandon rate 69

Abandon rate Customer Experience Contact Center Call Center 69

Fonolo

JULY 31, 2018

Its company mission is to provide affordable, quality furniture and delivery service while maintaining high standards of customer service. This means that they often experience steep increases in call volume, which can create a drastic surge in customer hold times during those periods. Plus, so Much More!

Abandon rate 52

Abandon rate Customer Experience Call Center Enterprise 52

Fonolo

MAY 14, 2019

More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. It’s likely that a survey covering more of the mid-market and smaller call centers would have shown lower penetration.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

Fonolo

JUNE 21, 2018

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Webinar] How to Successfully Handle Call Volume During Peak Times.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

JustCall

MARCH 23, 2023

There is a simple connection between a customer and a business; communication forms a crucial part of this correlation. But what if your customers out-balance your resources? Could you risk ineffective customer service? More efficient customer service IVR also allows the user to map their way based on their requirements.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

Fonolo

MAY 29, 2018

If you’re deeply invested in the customer service industry, you already know this one fact: June will be an exciting, educational month thanks to the 19 th Annual Customer Contact Week, held this year from June 18-22 at The Mirage Hotel in Las Vegas, Nevada. Are Phone Calls Growing or Shrinking? Plus So Much More!

Abandon rate 52

Abandon rate Contact Center Call Center Education 52

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win. Learn more about Shai and Fonolo here and here.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

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 159

Call Center Abandon Call Abandon rate Average Handle Time 159

Noble Systems

OCTOBER 21, 2020

ACD systems also often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line, or time of day. ACDs are commonly used in call centers to help companies handle large volumes of calls. 6 common strategies for call distribution. What does an ACD do?

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Fonolo

MARCH 17, 2020

I spoke with Romano at the top of 2020, exciting times for an auto brand zooming forward with its customer service, employee culture, technology, and brand loyalty. Our customer service scores were embarrassingly low. Talking to Don Romano is an education. Now, their goal is to be number one.

Automotive 67

Automotive Abandon rate Feedback Technology 67

Enghouse Interactive

SEPTEMBER 10, 2020

The most important observation was the impact associated with the type of self- service requests – digital-based interactions grew significantly more (at an average rate of 65%) than voice-based requests, illustrating the reality that contact centers – as configured – were ill-equipped to deal with the increased demands. .

Self service 59

Self service Abandon rate Contact Center First call resolution 59

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Educate stakeholders on the essentials of journey mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Fonolo

OCTOBER 26, 2023

What do customers expect from your customer service department? You would think that it’s hard to make a sweeping generalization about what “all customers” want, especially where customer service is concerned. Let’s take a closer look at what research reveals about customers’ expectations.

Advertising 81

Advertising Feedback Call Center Wait times 81

Fonolo

MAY 13, 2019

As Miele evangelists know, the company stands for two important things: Quality and customers. So, it is fitting that its customer service reflects this, too. ” This, too, applies to the quality of its customer service. .” ” This, too, applies to the quality of its customer service.

Customer Service 96

Customer Service Technical Support Education Contact Center 96

Fonolo

NOVEMBER 14, 2018

Call center and customer service teams have a variety of KPIs to choose from, but as each company and support department is different, their benchmarks will vary. Read on to learn about a few measures that are commonly tracked in call centers and customer service departments.

Benchmark 85

Benchmark Abandon rate Call Center Abandon Call 85