Fonolo

JUNE 13, 2018

The result is an increase in average wait time, an escalation in abandon rates and, worst of all, frustrated customers. In this one-hour webinar , you’ll learn the number one way to manage call center spikes. Improving Customer Satisfaction. Lowering Abandon Rates. Plus so Much More!

Abandon rate 64

Abandon rate Call Center Wait times Education 64

Fonolo

JUNE 12, 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. Lower Abandonment Rates.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

Fonolo

JUNE 21, 2018

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. Improving Customer Satisfaction.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

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. Lower Abandonment Rates.

Abandon rate 75

Abandon rate Call Center Contact Center Education 75

Altivon

FEBRUARY 20, 2018

Experts from Altivon and Leaden Associates recently held a web event focused on ways that healthcare contact centers can be more efficient and future leaning. Customer Services vs Customer Experience. Service is what you do; experience is how customers feel about it. Program Highlights.

Contact Center 58

Contact Center Abandon rate Healthcare Self service 58

Fonolo

JANUARY 23, 2018

Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. Abandonment leads to higher repeat calling (which can strain the call center system) and, of course, frustrate customers. VPs & Directors of Contact Centers.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

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

8x8

DECEMBER 3, 2018

In fact, it’s rare for a company to sell something that is so unique that customers are willing to ignore their desire for good customer service. To highlight an example of a company that understands the importance of customer service as a real business differentiator, let’s look at Lenox Corporation.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Fonolo

OCTOBER 3, 2017

Therefore, customer service plays a significant role in the relationship members have with their credit union. If you haven’t registered for the webinar yet, you can still do so here. Webinar: How to Lower Abandon Rates and Improve the CX . Reducing Abandoned Calls. Contact Center Manager.

Call Center 52

Call Center Abandon rate Abandon Call Morale 52

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. Achieving Enterprise-Wide Success.

Abandon rate 52

Abandon rate Customer Experience Call Center Enterprise 52

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Fonolo

SEPTEMBER 26, 2017

“Spikey” traffic degrades the customer experience and drags down key performance metrics. That drives up the abandonment rate, as callers get tired of waiting on hold. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Be realistic – Make it easy for customers to resolve any issues that arise.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NICE inContact

OCTOBER 21, 2019

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. Customers were sending an important message. The abandon rate had climbed to more than 20 percent! The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Blog #1 Enhancing the Customer Experience. Collaboration Improvements Drive Customer Engagement and Satisfaction. Efficiently.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? I was usually met with a blank look. Why Do You Need WFM?

Management 52

Management Contact Center Abandon rate Metrics 52

Fonolo

NOVEMBER 6, 2018

Everyone involved in customer service wants to understand consumer channel preference. 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. Watch on demand here.).

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

Talkdesk

AUGUST 18, 2017

Ytica for Talkdesk is a reporting and analytics solution that provides out-of-the-box dashboards and reports that help you make data-driven decisions in your contact center. Ytica has four main features that give customers a best-in-class contact center analytics experience: Built-in dashboards and reports focused on key KPIs.

Abandon rate 42

Abandon rate Analytics Contact Center Metrics 42

CSM Magazine

OCTOBER 28, 2020

As a result, they had re-engaged employees who then delivered fantastic customer service and the overall Net Performer Score improved by 6% year-over-year. As part of Schroders’ global strategy to optimise staffing levels against call volumes, Calabrio WFM was implemented to help meet customers’ ever-changing needs during the pandemic.

Analytics 40

Analytics Abandon rate Education Employee engagement 40