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 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Fonolo

JUNE 22, 2023

Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. Both things increase handle time, which, of course, increases cost-per-call.

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62