VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways big data can be used to improve the customer experience. Improve communications.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

OCTOBER 31, 2018

This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Dutch telecom KPN analyzes the notes generated by its call center agents, and uses the insights generated to make changes to the interactive voice response (IVR) system.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Balto

MARCH 29, 2023

Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

VocalCom

MAY 21, 2018

Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Only then can IVR menus truly serve customers well and save them time.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

VocalCom

NOVEMBER 26, 2018

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Sending prompt chat invitations when customers are browsing your website is a great way to save them time and effort. But what do these numbers really say about loyalty?

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48