Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! This service level means that 80% of calls should be answered in 20 seconds or less. Those are good questions! Is 80/20 Right for My Contact Center?

Contact Center 81

Contact Center Service level Abandon rate Construction 81

Fonolo

JANUARY 31, 2024

But what if you integrated the powerful AI-driven chatbot with your customer-facing self-service to quickly route calls to the correct agent? Know Your Customer’s Journey The point is that technology impacts your call center metrics, but it’s only as good as your carefully constructed plans allow it to be. Now you’re talking!

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Hodusoft

AUGUST 2, 2023

Outsourcing costs In case a contact center outsources its operations to any other service provider, it would have to bear additional costs such as contract fees, service level agreements, and other miscellaneous costs. As per industry standards, an acceptable cost per call could range anywhere from $2.70

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52