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. An Easy Approach to Lowering Abandon Rates.

Abandon rate 62

Abandon rate Abandon Call Morale Call Center 62

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. Registration for the event is still open and can be completed here, [link].

Call Center 52

Call Center Abandon rate Abandon Call Morale 52

Noble Systems

APRIL 3, 2020

Intelligent routing that is optimized for your customer journey can lower abandon rates, reduce queue times for calls, and provide tailored call-back options for times of particularly high call volume. Improve Morale by Freeing Consultants from Mundane Tasks. Support for Busy Times and Disaster Recovery.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

Playvox

OCTOBER 19, 2021

When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Increased abandon rates. So, staffing shortages don’t just increase abandons, they also increase volume, which can back up queues even more. What happens when you don’t have enough contact center agents?

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

TLC Associates

JUNE 20, 2019

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. Abandon Rates – When call volumes increase, there will be an uptick in abandon rates.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Xaqt

FEBRUARY 26, 2020

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. If an outbreak hits your community and agents can't get to work, what is your plan? Places for mass gatherings", like call centers. Its best to prepare now.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Provide snacks for in-person meetings or allow employees to expense a meal during a virtual event.

Call Center 150

Call Center Management Agent burnout Employee engagement 150