SharpenCX

OCTOBER 4, 2022

Enterprises in the airline, healthcare, and banking industries have all benefited from using Avaya’s solutions. You have loads of valuable contact center data, and your platform should support you by making it easy to take action on that data. Create custom metrics to gain more visibility into your call center.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

Fonolo

JANUARY 5, 2021

Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo. Virtual queuing is a great way to reduce your Average Speed of Answer and maintain your agreed service level. But what exactly is it?

Technology 143

Technology Abandon rate Contact Center Airlines 143

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

SharpenCX

APRIL 8, 2020

Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. Simplify your queues so agents can gracefully handle interactions, and so customers get the outcomes they deserve. Include updates and important messages in your IVR.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84