Survey Shows Call-Back Deployments Have Doubled in Some Regions
More and more call centers are offering a call-back option as an alternative to putting customers...
Tag: hold-times
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United Airlines and Going Beyond in Customer Service
This blog series explores two separate experiences related to the airline industry. In Round I, we...
3 Data-Driven Ways to Monitor Airline Customer Service
Across the board, consumers continue to be dissatisfied with contact centers. Take for example, the recent...
Using Call-Backs to Cope with Spikey Call Volume
The industry's largest event, Call Center Week, is only a few weeks away and the excitement...
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The Good, The Bad and The Ugly in Customer Experience
Queue up the theme music and rolling tumbleweed! (We'll have to make do without Clint Eastwood.) Through...
How a Call Center Reduced Abandon Rates by 33%
Even the best service providers experience periods of peak volume in their call center. When that...
What Matters Most to Your Call Center?
The answer is simple: it all boils down to performance and the effect it has on...
3 Reasons You Need to Eliminate Hold Time Today
Often prospective customers will tell me that hold times "aren't an issue" with their call center....