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

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. By leveraging the best tools and practices of call center management, call centers can achieve their desired goals effortlessly.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Fonolo

NOVEMBER 17, 2020

. “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. ” — Kristyn Emenecker , Executive Leader — Marketing, Strategy, Product, CX. Mobile apps: 41.6%

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

MAY 31, 2019

For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. What happens when call volume gets out of control in your contact center?

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. What happens when call volume gets out of control in your contact center?

Contact Center 52

Contact Center Management Abandon rate Call Center 52

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 57

Contact Center Call Center Self service Surveys 57