CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. More time, more money, and more frustration. Meanwhile, the time of handling that call is increasing, which impacts staffing levels, meaning more people must wait for an agent. All this costs more money.

Management 195

Management Average Handle Time Self service First call resolution 195

DMG Consulting

MARCH 10, 2023

5 Applications to Boost Contact Center Performance in a Tough Economy View this article on the publisher’s website. Gamification. Implementation time frames vary from a couple of weeks to two months; however, these solutions improve through usage and learning. Intelligent virtual assistants.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Storyline: Gamification. We need to find ways to make it better instead of trying to stamp it out.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 18, 2023

In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Look no further! Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72