OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Speech analytics tools can screen 100% of recorded calls to identify common issues and individual calls that need further attention.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K.

Airlines 78

Airlines Transportation Contact Center Self service 78

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Tracking KPIs and other metrics to improve call center performance continues to be necessary.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176