JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

Fonolo

MAY 17, 2017

An Interactive Voice Response System (IVR). In the 21st Century, you’re more likely to be eaten by a shark than to find a call center without an Interactive Voice Response System or IVR. Customer Relationship Management (CRM) software. Gamification. Voice Biometrics.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” Why not upgrade your Visual IVR to have multi-lingual support, too? . Other KPIs you might examine for call center development include customer satisfaction score, abandonment rate, and peak-hour traffic. . He’s right!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NobelBiz

MAY 9, 2023

Brad Butler Dialers can also streamline the process of pulling client data out of the CRM. This feature allows agents to familiarize themselves with the client’s history and specific needs, allowing for more personalized and effective interaction. . CRM-Related Problems 1.

Best practices 98

Best practices Call Center Gamification Contact center software 98

JustCall

MARCH 6, 2023

Call Abandonment Rate Call abandonment occurs when the consumer hangs up before the call is initiated, or when the agent is in the process of trying to help them. The call abandonment rate is a measure of how well the call center is able to address consumer issues. Incentives go a long way in improving performance.

Call Center 52

Call Center Abandon rate Metrics Upselling 52

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. 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. Why Gamification Matters. In this video, experts discuss if gamification will grow in the next year.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176