Fonolo

SEPTEMBER 27, 2016

This means that our customers can get on with their day while knowing that their issue will be addressed in a way that saves them time and hassle.”.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

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.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

pindrop

APRIL 22, 2020

The technological capability of the call center is a different issue entirely. The ability of the call center to reduce call wait times and ensure security by IVR routing enhanced self-service options, and case management tools directly impacts productivity and cost. Continue Learning and Optimizing.

Call Center 69

Call Center call center professionals Wait times Interactive Voice Response 69

Fonolo

APRIL 24, 2018

This seems to mean that the overall growth in the number of contact center agents will continue. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm. See Is Chat Eating into Phone-Based Customer Service? Who wrote it: Call Centre Helper.

Contact Center 99

Contact Center Call Center Self service Surveys 99

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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MAY 31, 2019

Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether. Typically, this is the result of volume spikes or contact centers simply being understaffed.

Contact Center 52

Contact Center Management Abandon rate Call Center 52