Fonolo

MAY 16, 2023

Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience. Can Call-Backs Do More for your Contact Center?

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Voice is still the dominant channel in the contact center and will remain so for many years. Call Centers Will Change in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

SharpenCX

FEBRUARY 9, 2021

Today, many call center agents manage up to 10 different channels , so it’s no wonder agents feel overworked and customer experience suffers. Download Now] 7 projects every VP of Ops can address to reduce inefficiencies in your contact center. The call center experience we’re used to can be counterproductive.

Call Center 67

Call Center Coaching Scripts Metrics 67