Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. Let’s review what makes call-backs such a great addition to your call center: 1) Improve Customer Satisfaction. 2) Reduce Abandon Rates. VPs & Directors of Customer Experience.

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

Fonolo

JUNE 21, 2018

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. We’ll talk about: Managing Spikes in Call Volume.

Contact Center 52

Contact Center Abandon rate Management Call Center 52

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. So how can you know which are the best metrics to track for your business?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

MAY 31, 2019

How Call-Backs Provide Better Control (Across all Channels). The ROI of Call-Backs for Smoothing Out Call-Spikes. Scheduling with Call-Backs. Taming the Peak with Call-Backs. Checklist: How to Choose a Call-Back Solution.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

How Call-Backs Provide Better Control (Across all Channels). The ROI of Call-Backs for Smoothing Out Call-Spikes. Scheduling with Call-Backs. Taming the Peak with Call-Backs. Checklist: How to Choose a Call-Back Solution.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Talkdesk

AUGUST 23, 2016

Use Call Center Software Features to Reduce Wait Times. When a call center experiences a high volume of calls, the wait times can be painful for customers. Advanced call center software can help eliminate some of this pain by giving customers the option to receive a callback once an agent becomes available.

Abandon rate 40

Abandon rate call center software Wait times Airlines 40

Balto

JANUARY 17, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

NOVEMBER 17, 2020

Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. This year, contact centers will see an increase in the number of implementations for performance management solutions. Measure Your Performance, and You’ll Go Far.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176