Fonolo

NOVEMBER 2, 2017

As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO. Reducing handle time. Lowering telco costs.

Call Center 69

Call Center Abandon rate outsourcing Call center experience 69

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Unfortunately, call-backs are still a relatively rare call center experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

SharpenCX

FEBRUARY 4, 2021

So, as you look to grow your department and start a call center, identify the “why” behind your decision. Here are five example business needs to make you rethink your current service model: I need to improve customer service levels and offer 24/7 service for my customers.

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Fonolo

APRIL 1, 2019

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

Call Center 57

Call Center Wait times Sales Call center experience 57

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. According to cxtoday.com , 96% of contact centers admit they face challenges in maintaining compliance.

Call Center 59

Call Center Management Contact Center Analytics 59

Tenfold - Contact Center Blog

DECEMBER 28, 2017

While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Business Intelligence.

call center workforce 54

call center workforce Call Center Technology Management 54