Callminer

NOVEMBER 6, 2018

The CallMiner Index report shows that the wrong behavior drives churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience. In fact, more consumers (78%) said they would be very or extremely likely to stay loyal after a good call center experience.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com).

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

NobelBiz

OCTOBER 17, 2023

The call center’s existing tech infrastructure doesn’t support regional data storage, putting them at risk of non-compliance. Dive into the world of compliance with our On-Demand Webinar: “Outbound Compliance Survival Kit.” Explore lessons, regulations, and strategies for contact centers in 2023.

Call Center 59

Call Center Management Contact Center Analytics 59

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.”. How to Reduce Contact Center Costs AND Improve Customer Service. This situation has been quite a challenge for all airlines.

Airlines 78

Airlines Transportation Contact Center Self service 78