Abandon rate Customer Experience Morale Wait times 
Fonolo
JULY 7, 2022
We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. Tack on other agents that aren’t adhering to the schedule, and you’ve got a recipe for: Lower customer satisfaction scores. Higher abandonment rates.
Fonolo
JULY 20, 2021
Despite the efficiency that IVRs offer, most customers don’t like using them. That’s right – about 61% of customers associate IVRs with a poor customer experience. Put yourself in your customer’s shoes – are the menu options self-explanatory and intuitive? Is the wait time too long?
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Outsource Consultants
SEPTEMBER 14, 2021
No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Waiting is the Hardest Part (But It Doesn’t Have to Be). Customers have not only come to expect inevitable wait times — they’ve come to loathe them.
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough. Then, act on your results.
SmartAction
NOVEMBER 22, 2023
We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.
Fonolo
SEPTEMBER 26, 2017
That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. Reducing Abandoned Calls. Plus so Much More!
Hodusoft
JULY 3, 2023
If the calls last too short, it may indicate that agents are not giving necessary attention to customers’ problems and rushing through the call. Building a good customer experience doesn’t happen by chance but by design. The right AHT can play a huge role in providing an exceptional customer experience.
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