Call Design

SEPTEMBER 2, 2021

We could look at “right interaction” and go after a stronger phone menu or IVR options. We can better define the interactions as they come into our contact centre and route them appropriately. Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Caller Expectations are on the Rise.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Automating and queueing call backs also elevates the customer experience.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Noble Systems

SEPTEMBER 29, 2020

Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks schedule adherence so you can make adjustments to meet service level goals. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch.

Management 86

Management Gamification Quality management Schedule adherence 86