Fonolo

MAY 31, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

According to Parature , voice continues to take the lead amongst all channels, but it’s not the most pleasant experience. The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Fonolo

NOVEMBER 17, 2020

We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. “I 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.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226