Fonolo

SEPTEMBER 7, 2021

With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. The Contact Center Playbook for Improving Customer Satisfaction. What is Call Routing in a Contact Center? A great IVR menu is easy-to-navigate, with logical steps in the process related to your product.

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

SharpenCX

OCTOBER 21, 2021

Chugging through lists of callers might appear productive, but it doesn’t get you in front of your customers. Rather than making your customers play a guessing game, create an automated Agentless campaign to send a text when your technicians are en route to a customer’s house. Outputs don’t equal outcomes.

Surveys 128

Surveys Feedback Self service Contact Center 128

Babelforce

JUNE 17, 2021

6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation. More and more companies are using outbound calling to provide better support to customers.

Call Center 97

Call Center Customer retention Contact Center voip 97

3CLogic

DECEMBER 10, 2021

Today’s customers have a bevy of choices for nearly every type of product or service. It seems reasonable to assume customers who are satisfied with a product or service will buy again, but that isn’t always the case. Contact centers operating with siloed platforms that don’t readily share data are unlikely to meet this standard. ??

Contact Center 52

Contact Center Coaching Analytics Customer centricity 52

CSM Magazine

AUGUST 8, 2023

Voice of the Employee (VoE) is just as en vogue as Voice of the Customer (VoC). References – State of the Contact Center 2022. About the Author Dave Hoekstra is Product Evangelist at Calabrio. Ask agents what would make a positive difference to their working lives—don’t assume you know.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Fonolo

JUNE 2, 2020

Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar contact centers won’t survive the pandemic. Undoubtedly, the contact center as we know it will change. What will contact centers look like after coronavirus? cctr #strategy Click To Tweet.

Call Center 74

Call Center Contact Center Government Education 74

AWS Machine Learning

APRIL 16, 2024

Reusability – You can reuse CloudFormation templates across multiple environments, such as development, staging, and production. See the following code: BotLocales: - LocaleId: "en_US" Description: "en US locale" NluConfidenceThreshold: 0.40 This saves time and effort in defining the same bot across different environments.

Management 83

Management Construction APIs Chatbots 83

SharpenCX

NOVEMBER 12, 2019

Only a slim 1% of contact centers think their intelligence strategy is perfect. It’s also linked to products and services that don’t meet a customer’s needs, price hikes, and better competitor offers. And, it gives your Ops leaders a better picture of how the contact center adds even more value to the entire organization.

Metrics 64

Metrics Best practices Call Center Surveys 64

Customer Service Life

MARCH 5, 2018

In our industry, which happened to be web hosting and domain name registration, it was en vogue to slap 24x7x365 support on our website, which we offered. I was responsible for understanding our top contact drivers and coming to him with ideas for either preventing those contacts or improving them. Be easy to work with.

Analytics 60

Analytics Contact Center Wait times Engineering 60

Enghouse Interactive

JULY 16, 2018

62% of Americans use some sort of digital banking as of 2018, so consumers have enrolled in these programs en mass. The contact center can provide in-app support, website chat, or phone support via call or texts. Digital channels are only as effective as the contact center that supports it.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40