Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. DID YOU KNOW?

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Pointillist

NOVEMBER 11, 2019

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. FCR has strong links to customer satisfaction, service efficiency, and service costs. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

OctopusTech

SEPTEMBER 9, 2023

The two most common responsibilities performed by outbound call centers include expanding sales reach and selling goods to potential users. To manage all the inbound calls, the advanced call centers use artificial intelligence, automation features, and voice technologies to easily interact with the users in no time.

Best practices 62

Best practices outsourcing Call Center virtual call center 62