How a Call Center Eliminated Over 400,000 Minutes in Hold-Time
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86% of consumers are put on hold every time they contact a business. In fact, the average person spends almost 43 days of their entire life on hold. Not surprisingly, customers say their biggest frustration when phoning a contact center – by a whopping 43% – is being put on hold.
More and more, contact centers are realizing the detrimental effect hold-time is having on their customer satisfaction scores, abandonment rates, and the overall customer experience. Luckily, there are easy ways to fix this problem. Learn how one call center did just that! Hear their story and discover how you can eliminate hold-time and improve customer satisfaction.
Presenters:
Mark Nelson
VP Shared Services
Suddenlink
Shai Berger
Fonolo
Co-Founder & CEO
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