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This Call Center Reduced Abandon Rates by 62%

Fonolo

It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Read the success story to learn how they reduced abandon rates by 62% , alleviated caller frustration, and increased agent morale.

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Top Contact Center Acquisitions of 2017

Fonolo

The 800 person company resells products from over 300 technology vendors and claims over 7000 customers. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. What’s Inside: Lower Abandon Rate. Decrease Handle Time. Reduce Telco Cost.

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Chatbots Won’t Save Us from IVR Hell

Fonolo

Then the final violation: “Is there a real person to chat with?”. “I Here’s one final quote from the survey: “Respondents told us they’re confident a real person will ‘see it through’ and they feel more assured that ‘the call won’t just end’ without some sort of resolution.”. eBook: The ROI of Call-Backs for Your Call Center.

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Why Your Contact Center Needs A Remote Work Policy?

Playvox

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time. Coach And Motivate.

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6 Undeniable Reasons People Hate Calling Your Contact Center

Fonolo

In fact, 37% would choose phone conversations with a live agent over any other channel if they want to get a problem solved quickly, if they want to communicate with a real person, or if they believe it’s the best way to receive the correct information. eBook: The ROI of Call-Backs for Your Call Center. Decrease Handle Time.

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How Will People Contact Companies Next Year? Beware Cohort Behavior Studies

Fonolo

A 20-year-old may be willing to solve a problem slowly and with more steps if it means not talking to a person. The attitudes of that same person, 20 years later, may be totally flipped. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI.

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The Assets of a Chatbot for your Customer Journey

Inbenta

A conversational agent has the ability to personalize the customer journey and therefore to have a positive impact on your customers’ engagement. According to a Baymard Institute study , the abandonment rate of an e-commerce site varies from 55 to 80%, representing annual losses of nearly 18 trillion dollars ( Forrester study )!