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

Noble Systems

JUNE 27, 2019

However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Enhanced voice response & routing. Improve the customer experience with intelligent routing and automated responses. Workforce Management (WFM).

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Noble Systems

SEPTEMBER 29, 2020

The strategy is supported by integrated technologies, cross-functional processes and shared objectives, with an emphasis on automated processes, data visibility, and staffing. A true WFO suite includes a number of technologies. Read our 101 Intro to Call Center Software to learn more about common technologies and tools.

Management 86

Management Gamification Quality management Schedule adherence 86

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. Procedural and Technological Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226