Fonolo

FEBRUARY 7, 2013

This will typically include the time a caller was waiting and any time the phone is ringing, but not the time it takes a caller to navigate the IVR. It’s one of the most important metrics in the modern contact center, and with good reason. Handpicked related content: 7 Things Great Call Center Managers Do Every Day.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

When listening to the voice of the customer, remember to include and share the positive feedback. Share responsibility and construct a common goal. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Caller Expectations are on the Rise.

Best practices 226

Best practices Call Center Contact Center Scripts 226