SharpenCX

NOVEMBER 19, 2019

Then, look at your average volume for 2019 so far compared to 2018. If you’ve been handling 10% more interactions in 2019 than you did in 2018, you’ll need to factor that uptick in standard volume when you predict trends for your busy season. Let your customers know there’s a potential for longer wait times or resolutions.

Interactive Voice Response 59

Interactive Voice Response Contact Center Wait times Abandon Call 59

Fonolo

SEPTEMBER 4, 2019

Regarding the abandon rate issue mentioned in that last sentence, frequent readers of the blog probably know what I’m going to say next. A great way to reduce (or even eliminate) abandoned calls is to replace hold times with a call-back. Let’s say your call center successfully met your 80/20 target all day.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

JUNE 9, 2014

” – 2019. But regarding the abandon rate issue mentioned in that last sentence: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.

Service level 96

Service level Call Center Abandon rate Metrics 96

Fonolo

JANUARY 4, 2022

billion in 2019. Statistics that Show the Importance of Speed and Short Wait Times. 64% of customers expect to receive real-time support, regardless of which channel they use. Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience. Source: Zendesk.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

billion in 2019. Source: Salesforce Statistics that Show the Importance of Speed and Short Wait Times Short wait times have become a crucial factor in providing excellent customer service and today’s customers expect immediate responses from brands they interact with. billion in 2020, up 16.9%

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81