TechSee

JULY 17, 2018

Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. . A range of emerging technologies have effectively transformed IVR from a frustrating customer waiting experience to an effective process with self service capabilities.

Wait times 114

Wait times Interactive Voice Response Self service Call Center 114

JustCall

MARCH 7, 2023

Contact center reporting, and analytics software is a tool that businesses utilize to generate insights for monitoring the call center and agent performance. At the end of the day, contact center analytics software helps businesses improve customer service quality and satisfaction levels by a wide margin.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Hodusoft

SEPTEMBER 7, 2022

As customer service has become a critical competitive differentiator, let’s look into the ways inbound call center software can improve your inbound calling strategy to deliver a stellar customer service experience. 7 ways inbound call center software improves CX. Reduces call abandonment rate.

Call Center 52

Call Center call center software Abandon rate Average Handle Time 52

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. So much of contact center efficiency hinges on using the right technology. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

OctopusTech

MARCH 1, 2023

Call centers should have 5-8 KPIs they use to assess the health of the operation and they should include a mix of operational and customer-related metrics. Invest in your supervisors When inbound call centers are treated like cost centers, they typically run on very tight budgets.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

NobelBiz

FEBRUARY 21, 2023

It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52