CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service First call resolution 195

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.” Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

CallSource Insights

NOVEMBER 3, 2019

CallSource data finds that 95% of dealership calls are getting answered—either by an IVR or a real person. Just because your IVR is picking up the call, doesn’t mean you are delivering a great customer experience. Get our free Automotive Phone Tips sheet to keep at your desk! This is great news….

Sales 40

Sales Automotive Interactive Voice Response Coaching 40

CallSource Insights

JUNE 26, 2019

Make sure your IVR routes correctly. CallSource’s automotive data insights show that 80% of viable customer calls don’t result in an appointment. TIPS: Make sure your IVR system routes to the proper department. If a lead leaves a message, who is responsible for calling him/her back? PHONE TIPS. Create Value.

Management 49

Management Automotive Interactive Voice Response Best practices 49

CallSource Insights

NOVEMBER 12, 2019

In today’s automotive marketplace, the phone call has become more important than ever as customers spend less time in the dealership and more time doing research. Even if your dealership has a receptionist or IVR, transferring calls to voicemail doesn’t help your dealership. How is phone connectivity at your dealership?

Automotive 40

Automotive Interactive Voice Response Coaching Sales 40

3CLogic

JUNE 23, 2023

Voice AI can now enable callers to say exactly what they need and deliver them where they want to go. The traditional IVR system is supercharged with Voice AI workflows that can listen to callers and quickly route them to the right agent or resolve issues on the spot with voice self-service.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52