Fonolo

DECEMBER 15, 2022

The contact center is a ripe field of information ready to harvest, and you don’t want to ignore the valuable insights that come with that. Invest in the Right Contact Center Software. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Fonolo

FEBRUARY 14, 2023

To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Read on for an introduction to call center automation, plus our top software picks! How to Buy Contact Center Software What is Call Center Automation?

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

JustCall

MARCH 9, 2023

Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Hodusoft

OCTOBER 19, 2023

Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions. Make use of predictive analytics to determine future costs based on historical data and trends.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

SharpenCX

OCTOBER 22, 2019

Use trend lines to show how your CSAT changes with time. Like First Call Resolution and Average Handle Time. Include clips of your agents’ status inside their queues alongside your contact center’s daily abandonment rate, AHT, CSAT, interaction volume, and total calls in queue.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Noble Systems

OCTOBER 21, 2020

SBR can result in better first-call resolution rates and happier, more loyal customers, but it can also result in longer hold times, as customers wait for the right agents to become available. Here is a high-level view of how an ACD can benefit your call center.

First call resolution 57

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