Fonolo

OCTOBER 18, 2022

People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. While it’s normal for agents to take an occasional sick or personal day, extended time away from work can directly affect your KPIs and other performance metrics. Personal days. DID YOU KNOW?

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. They would spend more time on calls and manage to calm the customers by successfully addressing their concerns. Features such as IVR, ACD , skill-based routing, etc.,

Best practices 52

Best practices Call Center Metrics call center software 52

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Callminer

JULY 23, 2019

Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. I mean, really listen and act on what they say.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. There’s no substitute for a human voice when you have a complex problem. Sometimes, you just need to speak to a person.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Pointillist

JANUARY 25, 2019

Unfortunately, most call centers need to overcome most customer’s expectation that they will receive less-than-stellar customer service. That adds up to 40+ days on hold for every person over the course of a lifetime. It is the average cost for each call handled by a call center.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75