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.
Noble Systems
MARCH 22, 2021
Advanced IVR Solutions Enhance the Agent and the Patient Experience. By creating a single gateway with an advanced IVR solution, health call centers can greet all patients with a consistent branded experience. Interactive voice response captures the reason for each call.
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Fonolo
DECEMBER 13, 2022
Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Using Visual IVR to send automated messages. . Experiment with gamification. . You can even do this for individual agents and monitor improvement. .
Fonolo
MAY 4, 2021
After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates. Providing psychological support for your team is not only healthy for them and your attrition rates , it’s healthier for your budget.
CCNG
SEPTEMBER 27, 2023
This causes longer average speed of answer and higher abandonment rates. It should integrate with any system, including the IVR, collaboration tools, and CRMs, and it should be easy to stand up in weeks, not months. All this costs more money. It’s a vicious cycle.
Outsource Consultants
SEPTEMBER 14, 2021
Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels. Decreased call abandonment rates and total call time (by eliminating call holds). The result is deeper, more powerful customer journeys.
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.
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