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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

A properly scripted menu leads customers to the answers they need, provides them with the opportunity to navigate to a live agent, and decreases the overall call volume that reaches the call center. 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. When preparing to make improvements, call center managers need reliable information.

Call Center 56
Call Center Customer Support Customer centricity Contact Center 56
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