JustCall

MARCH 9, 2023

In simpler words, if there’s a steep learning curve with your call center software, your agents will need guidance in the form of consistent training. Remember that even the smallest of technical snag can lead to prolonged wait times and by extension, frustrated and angry customers.

Call Center 52

Call Center call center software Best practices Customer Support 52

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Call Center 62

Call Center Customer Service Metrics Gamification 62

Etech

FEBRUARY 19, 2018

Daily refresher courses can help agents remember what to do and provide them with the latest product and service information so they have the best possible chance of providing customers with good experiences. Use a knowledge base. Enhanced Experiences for Agents and Callers. Empower Employees.

Call Center 76

Call Center Customer Experience Call flow Call center experience 76

ViiBE Blog

MAY 13, 2021

The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Predictive dialers use algorithms to reduce wait times for agents and customers on the line. There are different types of call centers.

Call Center 52

Call Center Technology virtual call center Contact Center 52

Fonolo

APRIL 17, 2019

As of this morning,” Air Canada’s media relations told us on March 29th, “the wait time on the dedicated line is virtually zero, although it may lengthen a bit through the day.”. Andrea Paragona , Senior Manager Knowledge Base Team, Constant Contact. This situation has been quite a challenge for all airlines.

Airlines 78

Airlines Contact Center Call Center Customer Service 78

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? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Contact Center Wait times Abandon rate 62

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. A Knowledge Base is Crucial to Online Services. Agent attrition results in significant training costs for call centers, one of their most significant expenses.

Contact Center 176

Contact Center Call Center Customer Service Customer Experience 176