Corey Coblentz

Corey is one of Stack8's Senior Unified Communications Consultants. He specializes in UCCE and UCCX and works at developing streamlined solutions for our contact center customers.

Recent Posts

Help Reduce Abandonment Rates from the Call Centers Queue

Posted by Corey Coblentz on Apr 20, 2017 8:35:32 AM

 

One of the pain-points most contact centers experience is abandon rates - callers who simply get tired of waiting for an available agent to service their call, and disconnect. The result is that the customer is dissatisfied with the experience, and the contact center experiences an abandoned call - calls that drop from the queue. The caller's intention was never satisfied, and the caller may, or may never call back.

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Topics: call centers

Advantages of Deploying Self-Service Solutions

Posted by Corey Coblentz on Oct 21, 2016 8:48:00 AM

The largest complaints callers have with regards to call centers is waiting on hold for an excessive period of time or navigating through an endless phone menu with hard-to-follow/lengthy prompts.  In fact, social media is filled with sites that consumers can voice their criticisms: On hold with.  

This problem is further compounded by organizations who have IVR (Interactive Voice Response) and ACD (Automated Call Distribution) technologies but only use the ACD component in combination with simple rules to route calls to agents. These shortcuts are often because of the costs or challenges associated with deploying.

Inevitably delivering the bare minimum queuing with no self-service results in overloaded agents, angry consumers and excessive queue times.

 

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Topics: Weekly UC Tips, UCCX, Contact Centers

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