Fonolo

SEPTEMBER 14, 2017

But when unpredictable events occur, even the best in the industry need a helping hand. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents. Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios.

Abandon rate 62

Abandon rate Abandon Call Morale Call Center 62

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. unemployment rate was 5.4% Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. This difficulty includes finding contact center agents. Increased abandon rates.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

OCTOBER 3, 2017

Our next webinar, on Thursday, October 5 th 2017, will be co-hosted with the National CU Call Center Conference, and will discuss how Velocity Credit Union improved the member experience, reduced abandon rates, and increased agent morale with call-backs. Webinar: How to Lower Abandon Rates and Improve the CX .

Call Center 52

Call Center Abandon rate Abandon Call Morale 52

Noble Systems

APRIL 3, 2020

Some people new to the contact center industry might be wondering ‘what does IVR stand for’? IVR is an automated system generally used by contact centers that answers incoming calls and then provides a recorded message with options for the caller. A well-tuned IVR can provide a number of benefits for the call center.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

TLC Associates

JUNE 20, 2019

When will you see the greatest contact center surge from holiday shoppers? There are some early birds making some of their holiday purchases ( 40% of shoppers on Prime Day 2018 used this July 16 th shopping event to start fulfilling holiday wish lists), but not enough to expand your customer service team.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Xaqt

FEBRUARY 26, 2020

Schools, childcare centers, workplaces, and other places for mass gatherings may experience more absenteeism. Places for mass gatherings", like call centers. In the event that schools, businesses or other public services do need to shutdown, it will inevitably drive high absentee rates and attrition in your call center.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150