Bright Pattern

MARCH 13, 2018

Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a toilet than contact customer service on an IVR. Why is that?

Interactive Voice Response 44

Interactive Voice Response Self service Surveys Customer Service 44

Quiq

DECEMBER 2, 2022

Hangups happen. It’s peak busy season in the retail industry, but we all know what comes after the holidays. Returns will be at their highest—and you’ll be looking for ways to reduce call volume. So what do you do when you know the slow season is coming? Many businesses batten down the hatches during times of economic uncertainty.

Interactive Voice Response 75

Interactive Voice Response Chatbots Call Center Wait times 75

Call Experts

APRIL 14, 2022

Therefore, the average speed of an answer is meant to measure how long it takes for an incoming call to get answered by someone (agent or IVR). Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. Speed is key to success in many areas of business.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98