Missed calls represent potential lost business in today's highly competitive consumer-centric environment. This stark reality is particularly pressing for contact centers, where abandonment rates can directly impact the bottom line.

In this post, Barbara Edwards, Vice President of Customer Care at ComOps, underscores the importance of addressing contact center abandonment head-on, advocating for a proactive approach to scheduling, staffing, and overall customer engagement.

Let’s see what she has to say.

[00:00] Introduction to Contact Center Abandonment

[00:04] Importance of Timing in Guest Calls

[00:26] Impact of Abandonment on Business

[00:46] Treating Every Call as a Vital Opportunity

[00:54] The Risks of Losing Business Due to Inefficiency

[01:50] Strategies to Improve Workflow Efficiency

[02:09] Importance of Proper Scheduling

[02:54] Balancing Service Levels and Cost Efficiency

[03:27] Learning from Past Performance

[03:44] Case Study: Addressing Unanswered Calls in a Hotel

[04:00] Discovering Lost Calls and Improving Social Media Feedback

[04:53] Understanding Business and Agent Needs

[05:19] Barbara’s Introduction and Role at ComOps

[05:41] Personal Interests Outside of Work

Learn more when you visit ComOps.com

#comops #contactcentersolutions #hoteltech

свернуть