Calltools

APRIL 3, 2024

Self-Service Options Some callers have complex problems that require help from a customer service professional. Create self-service options for tasks like paying bills, checking balances, and updating contact information. Compliance standards can differ by industry, though.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. The most represented age group was 35-44 (36.8%), followed by 45-54 (27.7%), 55+ (24.4%), and 25-34 (10.8%). These channels include self-service, chatbots, instant messaging, texting, support threads, and more.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. You should also be able to change your tactics with a few clicks, whether to add new agents to a specialized group or redirect a specific incoming flow to another team, site, or external partner. The number of dropped calls, due to a shortage of agents available.

Best practices 52

Best practices Management Contact Center Cloud contact 52