Abandon rate Gamification Interactive Voice Response Technology 
CCNG
SEPTEMBER 27, 2023
Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. This causes longer average speed of answer and higher abandonment rates. Companies that can utilize the right technologies can do more with less.
Fonolo
MAY 4, 2021
Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates. The result?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
MAY 17, 2017
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. Why does contact center technology matter? What technology is used in a contact center? UPDATED: February 2020.
Outsource Consultants
SEPTEMBER 14, 2021
Tip the Scales with Technology. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. But what do these specific technologies actually do? Decreased call abandonment rates and total call time (by eliminating call holds). Let me help?”.
Fonolo
DECEMBER 6, 2022
If any of those items aren’t covered, it’s time to reassess and update your call center technology. Why not upgrade your Visual IVR to have multi-lingual support, too? . Other KPIs you might examine for call center development include customer satisfaction score, abandonment rate, and peak-hour traffic. .
Fonolo
APRIL 27, 2021
That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. These features can incorporate call routing, log calls more seamlessly, and improve multichannel responsiveness.
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers. Fight the urge. Train your supervisors.
Expert insights. Personalized for you.
195 
Let's personalize your content