Hodusoft

APRIL 17, 2024

billion in 2020 to USD 6.7 In today’s age, a majority of callers have an ‘average’ first impression of auto attendants. As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Hodusoft

FEBRUARY 29, 2024

Striking a balance between quick issue resolution and maintaining service quality can be challenging. Security Concerns After 2020, cyberattacks on MSPs have increased leaps and bounds, reports suggest. Employee Burnout The demanding nature of technical support can lead to employee burnout.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Select VoiceCom Blog

JULY 11, 2022

Despite the popularity of digital communication, call centres remain some of the most trusted partners by companies across all customer service-related industries. According to a report, the global market for call centres was estimated at almost $340 billion in 2020.

Telemarketing 52

Telemarketing Technical Support Interactive Voice Response Metrics 52

ViiBE Blog

JANUARY 22, 2021

ViiBE is the web technology of video assistance and ticketing system designed for technical support and after-sales services. As a button directly embedded in Zendesk Support, ViiBE allows support agents to escalate tickets to video calls with the clients in need of assistance. The usage of ViiBE has skyrocketed.

virtual call center 52

virtual call center Technical Support Engineering Self service 52