Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs.

Interactive Voice Response 142

Interactive Voice Response Call Center Abandon rate call center software 142

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Hodusoft

MAY 26, 2022

In 2021, HoduCC achieved recognition as Category Leader and FrontRunner by GetApp and Software Advice respectively. Skill-based routing to enhance First Call Resolution (FCR) rate. Automatic Call Distribution to cut down long call queues. Interactive Voice Response (IVR) for reducing customer frustration.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

Hodusoft

MAY 10, 2023

The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends. However, according to a report by IBISWorld, the call center industry is projected to have a compound annual growth rate (CAGR) of 3.3% between 2021 and 2026.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100

3CLogic

NOVEMBER 10, 2021

The Work Insitute’s 2021 Retention Report reveals that lack of career development opportunities is actually the number one reason why employees decide to quit their jobs. So how can you ensure you maintain or improve first call resolution rates? Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. from 2021 to 2028. Personalized interactions, fast response times, and improved first-call resolution ( FCR ), all contribute to increased customer satisfaction and loyalty.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52