Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. A big problem for all contact centres has been how to retain staff and reduce attrition.

Self service 103

Self service Consulting Consulting Sales 103

Fonolo

FEBRUARY 9, 2023

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation.

Service level 96

Service level Call Center Abandon rate Metrics 96

Creative Virtual

JANUARY 7, 2020

I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. Last year we had further external recognition from analyst group Frost & Sullivan when they named us the AI-Enhanced Customer Self-Service Product Leader – another impressive accomplishment!

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

COPC

SEPTEMBER 3, 2019

is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. By the middle of 2018, the average daily volume of self-service was 4.84 brought to Ant Financial?

industry standards 40

industry standards Enterprise Technology Self service 40

SmartKarrot

JANUARY 25, 2022

Launched in 2004, Campaign Monitor is an email marketing platform catering to businesses of different sizes. Their services include recruiting, document management, onboarding, reporting, payroll, performance review, time & attendance, and employee self-service. Headquarter: Melbourne, Australia. Campaign Monitor.

SaaS 10

SaaS Transportation Feedback Surveys 10