Hodusoft

OCTOBER 19, 2023

By providing self-service options like IVR (Interactive Voice Response) systems, automated chatbots, virtual assistants, and others for routine inquiries, customer’s routine queries can be resolved efficiently without agent intervention. It is equally important to forecast future costs.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Fonolo

AUGUST 17, 2021

Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NICE inContact

SEPTEMBER 27, 2019

Even the smallest of changes took a long time, and streamlining some IVR menu items, for example, took more than a year. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. Empire Today now?

Abandon rate 54

Abandon rate Contact Center Wait times Interactive Voice Response 54

Fonolo

NOVEMBER 17, 2020

Tip: If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017. While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

DECEMBER 13, 2022

Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Using Visual IVR to send automated messages. . Offering agent engagement surveys and incentives for completing them. . Step #4: Invest in Employee Engagement .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Find your service level by calculating the number of interactions your agents handle in a certain amount of time. Call abandonment rate. Are your customers abandoning mid-IVR sequence?

Contact Center 101

Contact Center Abandon rate Management Metrics 101