Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Babelforce

NOVEMBER 30, 2022

Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system. Average Handling Time (AHT).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

NobelBiz

JULY 25, 2023

These platforms provide a goldmine of data regarding customer sentiment and brand perception. CMSWIRE also states that “ 69% of consumers want the ability to move from one channel to another while speaking with a customer service representative ”. Analytics can flag any deviations, ensuring compliance.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Playvox

OCTOBER 19, 2021

Customers who need help won’t be happy about waiting in long queues. Hubspot found that 90% of consumers rate an immediate response as “important” or “very important” for customer service issues. Not meeting this expectation could lead to customer churn. Addressing agent staffing shortages.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73