NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? Incorporating advanced technology into your call center can significantly boost productivity and efficiency.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. This compares to a 78% benchmark for phone support.

contact center solutions 52

contact center solutions Chatbots Contact Center Wait times 52

Serenova

MAY 29, 2020

According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. One solution is to leverage your interactive voice response (IVR) system to get callers’ phone numbers and use a virtual hold system to call back.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Millennials prefer digital solutions to find resolution with their routine problems. . The holiday rush doesn’t mean an overload for your business when you partner with a contact center.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.

Self service 76

Self service Contact Center Benchmark Chatbots 76

JustCall

APRIL 3, 2023

Platforms like OpenPhone combine multiple capabilities like voice, chat, and SMS. With features like IVR and reporting/analytics to boost performance, the right communication system is the key to success. Even though Openphone is a popular solution, it can be expensive to implement. G2 Rating: 4.4

Interactive Voice Response 52

Interactive Voice Response Enterprise Analytics call center software 52