Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. AI will become more prevalent in 2021.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Spearline

FEBRUARY 17, 2022

The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In November, we wrote about why latency matters.

Telecommunications 96

Telecommunications Call flow voip Surveys 96

Uniphore

JANUARY 21, 2022

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. Source: HealthPayerIntelligence, September 2021. out of 100.

Healthcare 59

Healthcare Call flow Average Handle Time First call resolution 59

Spearline

NOVEMBER 24, 2021

The situation is especially challenging if one, or both, of the callers have pronounced accents, which often happens on international calls. A survey* in January 2021 by IDC noted, “global business leaders rate latency a higher priority than speed.” Latency matters. Implement Spearline’s latency tests.

voip 98

voip Telecommunications Transportation Call flow 98

Spearline

FEBRUARY 17, 2022

The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In November, we wrote about why latency matters.

Telecommunications 52

Telecommunications Call flow voip Surveys 52