Spearline
NOVEMBER 25, 2019
increase since the financial crisis in 2008. Take a little time to review and check that your IVR system is working correctly and routing customers as efficiently as possible to the correct agent. Complicated or malfunctioning IVRs will only cause frustration for customers. billion, a 4.3%
NICE inContact
NOVEMBER 8, 2019
It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. Train agents to use clear, direct language in customer interactions.
Fonolo
NOVEMBER 17, 2020
The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).
Expert insights. Personalized for you.
89 
Let's personalize your content