Fonolo

MAY 31, 2019

The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed. When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

The biggest problem with the voice channel, as many call center professionals know, is long hold-times. Typically, this is the result of volume spikes or contact centers simply being understaffed. When a call center experiences peaks in call volume, hold times inevitably go up and abandon rates become an issue.

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

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. 4) Video Chat Will Get More Face Time.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176