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. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

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 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

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. DID YOU KNOW? DID YOU KNOW?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. 7 Ways to Lower Your Call Center Spending.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

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. Start with Some Self-Reflection. The success of your call center agents depends heavily on your ability to lead them to that success.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. So, why do call centers use them, and what is an IVR ?

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

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.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

bold360 Blog

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. Call Centers: Too Busy for Regrets. Before we explore solutions, let’s scope out the problem.

Call Center 95

Call Center Management Self service Abandon rate 95

Balto

NOVEMBER 8, 2022

Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . This guide will introduce you to some of the most important call center metrics and KPIs. These are the most relevant call center performance metrics to measure: Average After-Call Work (ACW).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Consumers often list dealing with an IVR as a top grievance with the call center experience. Why Use Visual IVR Instead of IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Make sure you track and optimize them to ensure you run your call center successfully.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Hodusoft

NOVEMBER 29, 2022

The Five Most Compelling Reasons to Automate your Call Center. Automation is fast becoming one of the top priorities for businesses across the board and call centers are no exception. Automation is fast becoming one of the top priorities for businesses across the board and call centers are no exception.

Call Center 52

Call Center call center software Interactive Voice Response Abandon rate 52

Hodusoft

SEPTEMBER 7, 2022

7 Best and Effective Inbound Call Strategies For Call Centers. Accessibility is one of the essential aspects of delivering an impeccable customer service experience. The inbound contact center serves as the point of access for customers for queries, complaints, issues, and feedback. What is inbound calling?

Call Center 52

Call Center call center software Abandon rate Average Handle Time 52

OctopusTech

AUGUST 31, 2022

One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. What if there are high call volumes of your customers? . Not sure if an IVR system is right for your business?

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume: What is it? What you deem high call volume varies depending on the size of your business and the industry in which it operates.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

MAY 4, 2021

The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Babelforce

APRIL 14, 2020

Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? How to cheat at reducing your abandon rate… How to reduce your abandon rate (honestly) Where do I start? But – how do you get to that number?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Babelforce

APRIL 14, 2020

Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? How to cheat at reducing your abandon rate… How to reduce your abandon rate (honestly) Where do I start? But – how do you get to that number?

Abandon Call 98

Abandon Call Contact Center Abandon rate Interactive Voice Response 98

Hodusoft

DECEMBER 28, 2022

What is Call Center Management? Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Best practices 52

Best practices Call Center Metrics call center software 52

Quality Contact Solutions

DECEMBER 31, 1969

Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. What is the value of a call? Is it a sales driven call or a service driven call?

Service level 68

Service level Abandon rate Interactive Voice Response Call Center 68

Fonolo

FEBRUARY 18, 2021

Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. By taking this step, your contact center management team can make strategic data-driven decisions. Most contact centers gather customer information through surveys, questionnaires, and call center recordings.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. This means a lighter load and less stress for your agents, resulting in less worker attrition, as well as requiring fewer workers in your call center.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JUNE 13, 2023

Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. What can a call center manager do? 4 Ways Call-Backs Improve Your Call Center First, a quick refresher on some key ways call-backs improve your call center.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Fonolo

OCTOBER 19, 2023

Ultimate Guide to SLAs That Work New Considerations: Adapting SLAs to Modern Realities Advancements in AI and automation should also find you questioning one-size-fits-all service level agreements. For starters, the advent of chatbots and improved self-service means agents are often dealing with more complex problems.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

SharpenCX

FEBRUARY 24, 2021

Today, I’m talking about how you can realistically implement proactive customer service in your call center, no matter how big or how small. What is Proactive Customer Service? Proactive customer service is all about action. Read Next] How to run an efficient inbound call center (without the crazy costs).

Call Center 67

Call Center Customer Service Coaching Metrics 67

Calltools

JUNE 28, 2023

No matter how much effort you devote to streamlining your processes, your call center will probably experience high call volume periods. Unexpected peaks in call volume make it harder to address customer needs and meet KPIs. Create a plan now so you can handle high call volumes when they occur.

Interactive Voice Response 52

Interactive Voice Response Management Real estate Abandon rate 52

Babelforce

FEBRUARY 9, 2022

On any given day, call center traffic will fluctuate. Call volumes usually peak at the same time each day, which is referred to as “peak hour traffic”. It’s exactly as it says on the tin — a traffic jam of calls. Sometimes call centers can also experience a “peak season”. Increased call abandonment.

Schedule adherence 52

Schedule adherence Abandon rate Interactive Voice Response Call Center 52

Babelforce

APRIL 14, 2020

Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for? How to cheat at reducing your abandon rate… How to reduce your abandon rate (honestly) Where do I start? But – how do you get to that number?

Abandon Call 52

Abandon Call Contact Center Abandon rate Interactive Voice Response 52

Fonolo

SEPTEMBER 29, 2020

It’s unnecessary, expensive, and creates friction for both the customer and the business (especially you, contact center managers!). How to Reduce Hold Time in Your Call Center. Have them review your self-service pages and any others in your journey — such as landing pages and shopping pages.

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. TIP: Most contact center software will generate a Call Detail Record (CDR). What is Call Abandonment Rate?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Check out our list below of the most critical call center metrics and KPIs for both inbound and outbound contact centers. Service Quality. Outbound Dialing.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Hodusoft

OCTOBER 19, 2022

In simple words, call centers serve as the communication tool between the business and customers/potential customers. It’s essential for assisting customers in their investment, banking, or any other financial journey related to the services offered. Read Also: How can insurance companies improve customer service?

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

Xaqt

JUNE 23, 2020

Chatbots can improve customer service by automating customer interactions on your website that would otherwise need to be handled by a live agent. Chatbots can also improve Service Levels, reduce Call Abandon Rates and reduce your call center costs by deflecting calls into the contact center.

Chatbots 52

Chatbots Abandon rate Average Handle Time Customer Service 52

SharpenCX

JANUARY 28, 2020

And, 56% of those surveyed said they’d be at least somewhat likely to switch brands based on new customer service options. That’s significant – it means people now decide to do business with you (or not) because of your customer service. Your call center agents. And now, as many as 86% of U.S.

Call Center 69

Call Center call center software Abandon rate Contact Center 69

Noble Systems

DECEMBER 7, 2020

These complaints lead to high call abandonment rates, poor customer experience, and worst of all, customer attrition. This feature alone allowed a radiology clinic to cut their abandonment rate in half. We’ve seen a massive reduction in abandons just by providing an estimated hold time.

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Interactive Voice Response Contact Center Technology Abandon rate 68