Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

MAY 16, 2023

One of the most basic, and critical, types of call center analytics is call volume. According to Statista, there were over 175 billion customer service calls in the US in 2020. Average speed of answer: The average time it takes for an agent to answer a call.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

FEBRUARY 7, 2013

UPDATED: January 2020. The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. This is a major challenge for contact centers in 2020.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176