Fonolo
MAY 4, 2021
After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates. Providing psychological support for your team is not only healthy for them and your attrition rates , it’s healthier for your budget.
CCNG
SEPTEMBER 27, 2023
This causes longer average speed of answer and higher abandonment rates. It should integrate with any system, including the IVR, collaboration tools, and CRMs, and it should be easy to stand up in weeks, not months. All this costs more money. It’s a vicious cycle.
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Outsource Consultants
SEPTEMBER 14, 2021
Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels. Decreased call abandonment rates and total call time (by eliminating call holds). The result is deeper, more powerful customer journeys.
OctopusTech
MARCH 1, 2023
We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. Fight the urge. Train your supervisors.
Fonolo
MAY 17, 2017
An Interactive Voice Response System (IVR). In the 21st Century, you’re more likely to be eaten by a shark than to find a call center without an Interactive Voice Response System or IVR. Gamification. Voice Biometrics. New Contact Center Technologies You Should Consider.
Fonolo
DECEMBER 6, 2022
Why not upgrade your Visual IVR to have multi-lingual support, too? . Finally, if your chosen communication channel has remained phone and IVR for the last five years, conduct some audience research to see what channels your customers prefer to communicate with. Use incentives and gamification . Agent development KPIs .
Fonolo
APRIL 27, 2021
The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates. These features can incorporate call routing, log calls more seamlessly, and improve multichannel responsiveness. Save time and money with an overflow handling service.
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