Fonolo

MAY 16, 2023

But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. Although they can be simple and effective, customers don’t love IVR experiences. Power and Associates, a good IVR experience is quite rare.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Inbound calls are typically fielded by the organization’s call center or help desk which then handles the consumer’s complaint or request. Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

MAY 31, 2019

What happens when call volume gets out of control in your contact center? What strategy do you have in place to ensure that the customer experience doesn’t suffer? Taming the Peak with Call-Backs. Checklist: How to Choose a Call-Back Solution. This guide will tackle those questions, and more, head on! .

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

What happens when call volume gets out of control in your contact center? What strategy do you have in place to ensure that the customer experience doesn’t suffer? Taming the Peak with Call-Backs. Checklist: How to Choose a Call-Back Solution. This guide will tackle those questions, and more, head on! .

Contact Center 52

Contact Center Management Abandon rate Call Center 52