Latest Contact Center Best Practices

Feb 05

5 Ways to Reduce Your Call Center’s Average Time in Queue

Posted by Rachel Brink on Feb 5, 2016 9:30:00 AM

 

When it comes to “waiting on hold”, studies have shown that only 43% of consumers are willing to wait for longer than a minute, 39% for longer than five minutes, and only 18% for longer than ten—meaning that 57% of consumers will hang-up if their call is not answered by a live individual in less than 60 seconds. And failing to plan for high call volume or fix long wait times could present businesses with a number of challenges, including lost sales and reduced customer loyalty.

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Topics: customer service, contact center software, CRM, contact center solution, call center software, customer support, high call volume, contact center solutions, time in queue, customer service team, wait on hold, on hold, waiting on hold, customer service rep, CSR

Nov 24

6 Ways to Manage High Call Volume During the Holiday Season

Posted by Guillaume Seynhaeve on Nov 24, 2014 8:52:00 AM

Consider the Following:

- 20-40% of yearly sales for small and mid-sized     retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth

And what does a rise in holiday shopping generally mean for businesses?  More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint. 

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Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics