Beyond Philosophy

MAY 8, 2019

We did some work with a construction equipment manufacturer. They were dealing with construction people. If that was the case for your organization, then it’s clear to evoke feelings that customers are valued will mean redesigning the call center experience. Well, that requires resources. If not, you won’t.

Construction 389

Construction Customer emotions Consulting Consulting 389

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

JUNE 30, 2020

TIP: Don’t just assume the candidate with the most call-center experience is the best person for the job! Different contact centers require different types of agents, so take time to evaluate the skills required to be successful in your department and what qualities will help your new hire thrive.

Call Center 136

Call Center Contact Center Construction Scripts 136

Fonolo

MAY 16, 2023

Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience. Can Call-Backs Do More for your Contact Center?

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

MARCH 17, 2022

Since the call center industry is known for high attrition rates, managers play a key role in retaining strong agents. This requires empathy, which can be helpful when providing constructive feedback and support. Coping with Labor Shortages in the Contact Center. Team management experience. Analytical skills.

Call Center 91

Call Center Management call center software Average Handle Time 91

Fonolo

APRIL 16, 2019

The beauty of “efficiency” features like call-backs lies in their ability to create an environment that supports positivity and alacrity even before the call has begun. In turn, everything that happens within that environment is more constructive, as the parties start the call predisposed towards flexibility.

Call Center 108

Call Center Contact Center Engineering Construction 108

Quality Contact Solutions

MARCH 6, 2020

For example, if the targeted customer base is in construction, perhaps it is best to utilize text or email as the first outreach attempt. Call us to learn more at 866.963.2889. Tina has over 25 years of call center experience with both inbound and outbound B2B and B2C programs. Marketing Channels.

B2B 69

B2B Scripts B2C Construction 69