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Survey Shows Growing Popularity of Call-Backs Among BPOs

Fonolo

Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Occasionally, we also see it in survey results; have a look at the data we shared from ContactBabel last October.

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Death by a Thousand Survey Questions

Clarabridge

Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up. He called it “ridiculous” and closed his browser.

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How Will People Contact Companies Next Year? Beware Cohort Behavior Studies

Fonolo

Every year, many analyst firms and research groups try to illuminate the future with surveys. And one of the most common ways to present results from those surveys is via the cohort chart. 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.

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Chatbots Won’t Save Us from IVR Hell

Fonolo

Maybe it’s precisely because agent calls are expensive that customers on the other side of the equation are able to trust the outcome. Here’s one final quote from the survey: “Respondents told us they’re confident a real person will ‘see it through’ and they feel more assured that ‘the call won’t just end’ without some sort of resolution.”.

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5 More Contact Center Reports Worth Your Time

Fonolo

We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. Our favorite chart: 2018 Front Office BPO Omnibus Survey.

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Occupancy Rate.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

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?