HGS

NOVEMBER 19, 2014

Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Aspect

JULY 18, 2018

In an age where customer experience is a strategic priority, if soliciting feedback from your customers isn’t part of your ongoing strategy, you’re missing out on not only another touchpoint, but also an opportunity to collect invaluable data about your customers, company, and service.

Feedback 87

Feedback Abandon rate Engineering Interactive Voice Response 87

EPIC Connections

SEPTEMBER 10, 2018

If possible, these exercises should be performed BEFORE engaging with vendors, because alignment around the core framework positions clients to shortcut the buying and solution-design process, keeping them focused on needs. Service Level Objectives. Call flows relating to customer services. Inbound call services.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

JustCall

APRIL 5, 2023

Multi-level IVR present for Premium plans and above IVR is available Not Available Available AI-Agent trainer is available with Premium and Custom plans Offers AI-Agent trainer Offers call transfer features Call transfer feature is available Offers call queue features Call queue is available Call tagging is available.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Switch your agents tasks on occasion, encourage collaboration, and create team-building exercises.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Use interactive voice response (IVR) to match customers with the most appropriate agent for the issue at hand.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93