SharpenCX

DECEMBER 9, 2020

There’s plenty of room for creativity when it comes to entertaining your customers. Research found that improving IVRs contributes to lower call abandonment rates. And, their other metrics won’t suffer from spikes in abandoned calls. They get a glimmer of hope, only to realize they’re still stuck on hold.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

SharpenCX

FEBRUARY 25, 2020

Stress is a reality in the workplace, especially in call centers. Call centers are the front lines. As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching.

Call Center 76

Call Center Morale Metrics Abandon rate 76

JustCall

MARCH 9, 2023

They can be effectively leveraged for data management of your call center, helping to democratize customer information for all the call center agents. The same concept applies to your contact center strategies as well. This helps to reduce the call volumes and workloads of your employees drastically.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40