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Tag Archives: contact-babel

Calls Are Taking Longer, and That’s a Good Thing

By Shai Berger on October 29, 2019
1

Calls Are Taking Longer, and That is a Good ThingIt’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. Projects that succeed will be touted, and projects that fail get buried quietly.

If we want hard answers, we have to get a little more clever. Data released last week allows us to do just that.

Continue reading →

Survey Data Shows Call-Back Popularity Growing

By Shai Berger on October 10, 2017
1

Survey Data Shows Call-Back Popularity GrowingToday’s demanding consumers have high expectations when it comes to the call center experience. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.)

The solution to hold-time is to offer a call-back as an alternative. Virtual queuing means that each caller’s place in line is held and the caller is free to enjoy their day while waiting. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We covered the surprising power of scheduled call-backs in this post.)

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again.

 

Continue reading →

New Industry Report Shows Virtual Queuing Maturing

By Shai Berger on November 17, 2016
Reply

New Industry Report Shows Virtual Queuing MaturingOne industry report that we always anticipate at this time of year is the annual “Contact Center Decision Maker’s Guide” from ContactBabel. The 9th edition of the report weighs in at a massive 300-pages with tables and graphs examining every aspect of the contact center world. Topics include WFM, headsets, agent recruiting, voice biometrics, and more.

The report also includes a chapter on queuing technologies and we were pleased to see that the industry is making good progress on this front. Best of all the report is completely free. Continue reading →

5 Ways the Phone Call’s Role is Changing in Customer Service

By Shai Berger on September 29, 2015
2

5 Ways the Phone Call’s Role is Changing in Customer ServiceFor decades, the phone call was the dominant choice for getting customer service from a company (at least, if you couldn’t walk in their door). The emergence of email, and then the web, started to change the role of the phone call. That change accelerated dramatically in recent years as new channels appeared in rapid succession: Twitter, Facebook, online chat, mobile apps, SMS.

To get a sense of the pace, take a look at SMS. A recent study by Harris showed that 64% of consumers would rather text a company than call in. That’s a big demand for a channel that wasn’t even on the radar for most consumers 5 years ago!

So where does this leave the good ‘ole phone call? Is it going to start a graceful decline in popularity and importance? Not so fast! Continue reading →

New Industry Research for the Contact Center

By Daniela Puzzo on May 2, 2013
Reply

US Contact Center Decision-Makers’ Guide 2013ContactBabel, a leading analyst firm for the contact center industry, just released this year’s US Contact Center Decision-Makers’ Guide 2013. This annual report studies the performance, operations, technology and HR aspects of US contact center operations.

Taking a random sample of the industry, a questionnaire was distributed to 205 call center managers and directors. The result is the 6th edition of the largest and most comprehensive study of the contact center industry. The report identifies six of the major pain points that affect the industry and contains a directory of organizations that provide services, products and solutions to contact centers. Companies like Genesys, Avaya and Interactive Intelligence can be found in the document.

Continue reading →

The US Contact Center Decision Maker’s Guide 2012

By Daniela Puzzo on March 13, 2012
Reply

Very exciting news today at Fonolo. As we continue to be recognized as industry trailblazers, we are listed as a solution provider in “The US Contact Center Decision Maker’s Guide 2012”  by ContactBabel. The informative 300-page report takes an in-depth look at the performance, operations, technology and HR aspects of US contact center operations.

If you’re involved in the contact center industry, this really is a must-read. The report examines six of the major pain points impacting the contact centers, data relevant to each area, and specific solutions to solve these issues.

Grab a coffee and download the free report.

Continue reading →

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