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When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

Instead of entering his account details, confirming his bill amount, and then entering the 12 digits of his credit card, expiry date, 3-digit security code, and confirming multiple times – he can simply upload an image of the bill and credit card. For example, imagine that a customer would like to pay his electricity bill via the IVR.

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Guest Post: Could Customer Experience Gaps be Limiting Your Profitability?

ShepHyken

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites.

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Key Considerations for A Healthy Contact Center

CCNG

With integrations available and app marketplaces the norm there is no need to worry if meeting your needs is possible. Agent enablement and self-sufficiency with tools to automatically note accounts with a transcribed conversation can also maximize your agent’s productivity. Not average handling time or other internal metrics.

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How to Calculate Schedule Adherence in the Call Center

Fonolo

We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. The schedule includes call time, wrap-ups, meetings, and training. Call center scheduling is meticulous because every manager needs the right number of agents to meet call volumes.

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The Top 3 Ways to Forecast for Your Contact Center

It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. Forecasting is no easy task.

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7 Automations Financial Service CX Teams Need

SmartAction

This empowerment reduces wait times and enhances customer satisfaction by providing banking services at their convenience. These previously time-consuming processes have become more streamlined, user-friendly, and accessible, meeting the needs of the modern customer.

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Implementing Conversational AI in Contact Centers for CX

Calltools

Conversational AI, however, can identify individual customers by their phone numbers or account ID numbers. Additionally, AI can save customers time, avoid human error, reduce wait times, and support self-service options. You can also review KPIs to make informed decisions about meeting customer needs in the future.