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. This tool gathers customer information and guides callers into the proper phone channels to be connected to an appropriate agent. What is Visual IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

MAY 16, 2023

Average speed of answer: The average time it takes for an agent to answer a call. Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience.

Call Center 91

Call Center Analytics Abandon rate First call resolution 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

This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones. Call centers will also utilize call center tools that assist with the distribution of inbound calls. The business case can almost write itself.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

MAY 31, 2019

Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether.

Contact Center 57

Contact Center Management Abandon rate Call Center 57

Fonolo

MARCH 28, 2019

Perhaps call volume has gone down over the years due to the availability of multi-channel tools and self-service. As well, some customers may simply prefer to deal with a live agent and skip self-service tools altogether.

Contact Center 52

Contact Center Management Abandon rate Call Center 52