Callminer

MARCH 9, 2020

.” – The Value of Call Center Scheduling Software , 8×8; Twitter: @8×8. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

JUNE 5, 2018

White Paper: The Secret Sauce for Increasing Customer Happiness. For example, official employment stats show a steady increase in the number of people employed as agents. How do we make sense of this picture? Can we really figure out if phone calls are growing or shrinking? What’s Inside: Tracking Customer Engagement.

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Fonolo

JUNE 27, 2018

Through these candid, sometimes amusing, social media shout-outs, companies can learn a lot about how to get their contact centers to rise up to any customer challenge. From BA, we can learn an important industry tip: If you want to boost your abandon rates and get rid of pesky customers, just keep putting everybody on hold ….

Airlines 52

Airlines Abandon rate Entertainment Banking 52

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

Transparent BPO

NOVEMBER 12, 2019

I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. The impact also has a snowball effect resulting in high call abandon rates, customer dissatisfaction, and lost revenue.

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73