Fonolo

NOVEMBER 21, 2017

billion is probably the largest ever transaction in the call center industry. Of this group, only InIn had the conviction to build a new cloud platform from the ground up. This isn’t a call center deal, strictly speaking, but it is part of Avaya bankruptcy which is really the biggest story of the year.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

NOVEMBER 6, 2018

Every year, many analyst firms and research groups try to illuminate the future with surveys. Here is a common example: We used that exact chart (hat tip to RingCentral ) in last week’s webinar on AI in the Call Center. See 4 Insightful Contact Center Reports You Should Be Reading. What’s Inside: Lower Abandon Rate.

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Fonolo

FEBRUARY 7, 2018

Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. What is still unknown is whether this group will focus on product development or be a quota-carrying operational group.

Abandon rate 65

Abandon rate Call Center Engineering Technology 65

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Noble Systems

MARCH 22, 2021

For many healthcare organizations, the call center is a patient’s first point of contact. In the first blog in this 2-part series, we discussed the top healthcare contact center trends. 6 Healthcare Call Center Technologies. Interactive voice response captures the reason for each call.

call center solutions 98

call center solutions Healthcare Call Center Interactive Voice Response 98

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Your hold times, your service levels, and your abandon rates all fall into this category. It helps you identify trends and patterns beyond your traditional call center metrics.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76