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

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

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. Call Centers Will Change in 2020. Although digital channels are growing in popularity, the phone still handles 57.7% Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

MAY 17, 2016

At Talkdesk, we are working to humanize the call center experience without shifting away from a data-centric mindset. We care a lot about call center KPIs , but we care even more about your customers. The Customer Sentiment Score feature will enable managers to pinpoint at what wait length the scores begin to drop.

Analytics 55

Analytics Average Handle Time Call Center Wait times 55