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

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

OCTOBER 6, 2022

Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore. If you’re consistently finding your team short-staffed, you may be overlooking this key area of your call center’s performance.

Call Center 81

Call Center Abandon rate First call resolution Contact Center 81

NobelBiz

FEBRUARY 22, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

As the key to customer relations between companies and consumers, the contact center and more specifically agents, must respect a perfect showcase of a brand for the outside world. It is one of the most typical criteria assessed in contact center support services. In general, contact centers aims to minimize AHT.

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

Fonolo

OCTOBER 18, 2022

Read on as we explore tried and true tactics for lowering absence rates and improving overall performance for your call center. How Contact Centers Can Cope with the Labor Shortage. Absenteeism, or absence rate, is a percentage figure that represents how much unapproved time agents are spending away from work.

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

TASKE Technology

AUGUST 4, 2019

Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates.

Contact Center 40

Contact Center Abandon rate First call resolution Wait times 40

Fonolo

OCTOBER 31, 2017

In a perfect world, your contact center would never put callers on hold. If hold time is unavoidable, the next best thing to do is offer a call-back option. For many contact centers, this improvement in the customer experience is the primary, or even sole, motivation for adding call-backs.

Abandon rate 62

Abandon rate Call Center Abandon Call First call resolution 62

Balto

NOVEMBER 8, 2022

If an agent spends more time on after-call work than necessary, you can make the data input process more straightforward and improve your agent training methodologies. Call Volume. Call volume is the average number of outgoing and incoming calls a contact center handles in a given time frame.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

VHT

NOVEMBER 6, 2018

Improving ASA (average speed to answer) can have many positive impacts on your call center, and one method of improvement is through a callback system. ASA has a direct correlation to important call center metrics such as call abandonment rate, efficiency and customer satisfaction.

Abandon rate 48

Abandon rate First call resolution Abandon Call Wait times 48

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Blog #1 Enhancing the Customer Experience.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

SEPTEMBER 10, 2020

For those that attended our recent webinar, here is a quick summary of the findings from Steve Morrell of ContactBabel and John Cray of Enghouse Interactive, along with some additional insight and commentary made during their presentation. On average, call abandonment rates increased 63% increase – while call waiting times increased by 30%.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.

Quality management 52

Quality management Call Center Management Contact Center 52

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

TASKE Technology

APRIL 5, 2011

Last month, we talked about how KPIs can help you measure whether your contact center is meeting business objectives. We also covered a few KPIs that are generally accepted as core measures of service levels in a contact center: first call resolution, telephone service factor, and abandon rates.

Contact Center 40

Contact Center Abandon rate First call resolution Wait times 40

JustCall

AUGUST 21, 2020

This role is essential because it helps to reduce wait times for people who have already presented for services. Call Centers in Healthcare: Medical Call Center Benefits. The reason why many medical call centers fail is that they treat their patients as 'customers'. Call abandonment rates.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

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

OctopusTech

SEPTEMBER 29, 2022

While there is a considerable difference between different software depending on the scope and usage, there are still certain common features that are present in all customer service management software. Automatic call routing. Effective phone-based interaction is flexible and helps in reducing the costs of a call center.

Customer Service 62

Customer Service CRM Self service Analytics 62

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62