aircall

DECEMBER 15, 2017

For those in-the-know, we’re talkin’ about detailed analytics — sophisticated reporting tools that weren’t even conceivable to sales directors, customer service managers, or call center supervisors five years ago. For example, maybe you notice customers are less likely to call during standard business hours. That’s right — the power.

Analytics 90

Analytics Morale Metrics Call Center 90

Mindtouch

JANUARY 31, 2018

This is especially true for customer help centers, where holiday madness is typically accompanied by a seasonal spike in support tickets. According to the Marchex Institute, inbound call volumes increased 16 percent on average. Not only that, but there was an 11% spike in abandoned calls. And guess what?

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

aircall

OCTOBER 24, 2017

In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain the consequences of those abandoned calls. Start by looking at your call volumes and wait times from the past few months. Consider The Entire Customer Experience.

Abandon Call 80

Abandon Call Wait times industry standards Interactive Voice Response 80

Amity

OCTOBER 23, 2018

This article was originally published on WnTD's blog. The result could be that you will run out of money if you don’t turn this trend around, even if your sales are showing a the so called hockey stick trajectory. Customers by Volume. There are a number of ways to measure churn: MRR & ARR by dollar amount.

Metrics 76

Metrics Best practices Customer retention SaaS 76

aircall

MAY 11, 2018

It’s almost always when I’m on-call but I know I’ll be away from my computer for an extended period of time. I’ll check in on incoming calls when I’m out to lunch. And also for outbound calls, especially when there are urgent inquiries. Do you use the call tagging feature? Patrick — Customer Support. All the time.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Too short and there’s a good chance agents are rushing through interactions without giving customers a complete solution, requiring that they turn right around and call support again. Most customers don’t want to call anyway. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Freshcaller

OCTOBER 17, 2018

Similarly, your business which is in the age of Cloud needs a call center software that is agile, quick-to-market and delightful to use. But, is Aircall the best call center software that your business deserves? An ideal call center system should let the business go to market in a flash. should be less time-consuming.

call center software 60

call center software Transportation Call Center Interactive Voice Response 60