Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience. This lets customers handle their own needs while your agents tackle more demanding issues.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

JustCall

APRIL 9, 2024

Maintaining a consistent service quality and providing quality solutions, even during peak periods, can have a huge impact on customer satisfaction. Read more: Manage high call volume with ease using IVR automation Seven tips for managing seasonal and unexpected call fluctuations Unexpected spikes and dips in call volumes are normal.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 26, 2024

Advanced call routing technology manages incoming calls and directs them to the most appropriate agent. It even improves agent morale by enabling them to solve problems more effectively. Effective call routing technology is critical for meeting customers’ needs. Are there gaps in your service?

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. Perhaps the reason why is because agents have made it clear that they prefer a remote environment. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

TechSee

MARCH 7, 2019

With this in mind, Gartner’s “ How CEC Agents Could Benefit From Having a Digital Buddy ,” recommends that contact centers invest in technology strategies that not only drive operational performance, but that boost agent engagement and satisfaction. Current approaches to agent empowerment. Team-based models.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104