JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. Reports highlight that 83% of callers would avoid a company after a bad brush with the company’s IVR system.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

SharpenCX

FEBRUARY 11, 2020

When you pair KPIs with your agent’s personality and strengths tests, you can place agents on tasks that they’re gifted in. And, with skills-based routing , your IVR can move specific calls to just the right agent so your customers are cared for quickly. Seize the idle time to train and coach agents.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Balto

DECEMBER 14, 2022

Higher productivity means fewer customers will have to wait in a queue for too long until they lose interest. You can make your agents more efficient, hire more agents, or improve your IVR system to boost productivity. The Impact of Agent Productivity in a Call Center. Segment Customers Using Skill-based Routing.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52