3CLogic
APRIL 20, 2021
It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Overview of Interactive Voice Response (IVR) and Voice Self-Service.
Spearline
NOVEMBER 25, 2020
The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3% of interact.
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Balto
SEPTEMBER 7, 2022
This year marked the seventh-consecutive survey, in which financial services represented nearly one-third (31.6%) of all industries polled. As it has since 2019, a lack of and/or poor desktop tools was named among the top strategic challenges for contact centers in 2022.
Talkdesk
DECEMBER 23, 2020
In 2019, small businesses generated 44% of the US economic activity and, as a whole, they create two-thirds of net new jobs and drive U.S. Across the country, governors, mayors and municipal leaders are mandating regional lock-downs and stay-at-home orders which have a devastating effect on small businesses—the lifeblood of the U.S.
Enghouse Interactive
APRIL 28, 2019
As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective. Dimension Data 2019 report.
SharpenCX
AUGUST 18, 2020
Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster.
SharpenCX
AUGUST 18, 2020
Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster.
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