Fonolo

DECEMBER 5, 2017

However, what happens when catastrophe strikes and your call center experiences higher than normal call volume, coupled with increased handle time? It’s impossible to plan for unexpected events, so the contact center must adapt quickly, or run the risk of total chaos. Let’s see what the panel has to say.

Customer Service 75

Customer Service Management Call Center Morale 75

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

VocalCom

JUNE 22, 2020

As brand ambassadors, happy and empowered agent will make a real impact on the bottom line: happy employees are 31% more productive (Harvard/MIT study), while 90% of consumers are likely to stay loyal after a positive call center experience ( 2020 CallMiner Churn Index ).

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

FEBRUARY 7, 2013

Once the bot reaches their place in the queue, it calls the person back and connects them to an agent. Read the FREE whitepaper: How a Call Center Eliminated 400,000 Minutes of Hold Time. When larger call centers experience spikes, they can call in more agents or move resources around.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62