Fonolo

MAY 31, 2019

For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller. The biggest problem with the voice channel, as many call center professionals know, is long hold-times.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller. The biggest problem with the voice channel, as many call center professionals know, is long hold-times.

Contact Center 52

Contact Center Management Abandon rate Call Center 52

Hodusoft

JUNE 7, 2024

By leveraging the best tools and practices of call center management, call centers can achieve their desired goals effortlessly. Before going into the details of call center management, let’s see how a call center works, who are call center professionals and their key skills.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Reducing Abandonment Rate ( read the success story ).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176