OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Call centers should have 5-8 KPIs they use to assess the health of the operation and they should include a mix of operational and customer-related metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

MARCH 9, 2023

In simpler words, if there’s a steep learning curve with your call center software, your agents will need guidance in the form of consistent training. Remember that even the smallest of technical snag can lead to prolonged wait times and by extension, frustrated and angry customers.

Call Center 52

Call Center call center software Construction Best practices 52

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. Andrea Paragona , Senior Manager Knowledge Base Team, Constant Contact. research firm that surveys 20 million global travelers yearly.

Airlines 78

Airlines Transportation Contact Center Self service 78

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. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. Social Media ? a Not-So-Secret Weapon.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176