Fonolo

NOVEMBER 24, 2021

Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. A robust call center IVR system and strategy can support all the above trends. What is Call Center IVR?

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Interactive Voice Response Best practices Call Center Contact Center 87

Fonolo

AUGUST 31, 2021

But with so many ways to customize call routing, and potential complications from high call volumes , it can be tricky to figure out the right strategy and approach for your contact center. The Contact Center Guide to Managing Spikes in Call Volume. Plus, our Visual IVR supports multiple language preferences.

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Best practices Abandon rate Interactive Voice Response Call Center 152

pindrop

JUNE 23, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . Monitoring your IVR is an integral step in this process. What is IVR Fraud, and Why Should I Focus Here?

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Interactive Voice Response Contact Center Call flow Accountability 117

Cyara

JULY 13, 2023

When it comes to customer experience (CX) in contact centers, there’s often a sharp disparity between what managers believe and what customers perceive.

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Interactive Voice Response Best practices Contact Center Customer Experience 67

pindrop

AUGUST 3, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Forward-thinking contact centers need strategic defenses in place to prevent fraudsters from exploiting the IVR.

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Interactive Voice Response Contact Center Banking Call flow 117

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

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Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

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Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

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Call Center Contact Center Interactive Voice Response Analytics 207

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. READ THE FULL GUIDE: Contact Center Trends 2023. (It

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Contact Center Interactive Voice Response Self service Call Center 87

West

AUGUST 30, 2018

Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help. When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service.

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Interactive Voice Response Best practices Self service Contact Center 48

JustCall

MARCH 14, 2023

In this article, we’ll cover what call screening is, how it works, its benefits, and the best practices of a phone call screening service. It helps you prioritize calls and decide whether you want to respond to the call and, if yes, how best to respond. This is where call screening comes in. Read on to learn more!

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Best practices Interactive Voice Response voip Abandon rate 52

Ansafone

APRIL 2, 2019

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience.

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Best practices Contact Center outsourcing Enterprise 86

Uniphore

AUGUST 12, 2021

Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.

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Best practices Virtual Agent Scripts Call flow 98

Voiptime

OCTOBER 6, 2022

To start this article, let’s say the thing that no one wants to recognize - clients loathe using the interactive voice response system. The cloud IVR still keeps its position as the most vital system for providing self-service tools and routing customers to relevant agents (in pair with the ACD). Unexpectedly?

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Interactive Voice Response Self service Best practices Analytics 40

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

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call center software Best practices Call Center Interactive Voice Response 140

Noble Systems

DECEMBER 7, 2020

Some of the most persistent complaints of customers that call into contact centers to ask a question or receive other services are that hold times are far too long and that they have no idea the length of time they will have to wait. It also reduces costs and improves contact center efficiency, fostering customer loyalty and retention.

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Interactive Voice Response Contact Center Technology Abandon rate 68

Nuance

NOVEMBER 4, 2021

A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact center to help customers who were urgently and drastically transforming their contact centers to operate remotely in a matter of days. The third of [.] This is a summary.

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Best practices Contact Center Interactive Voice Response Enterprise 61

Cyara

JANUARY 12, 2024

When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.

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Best practices Wait times Contact Center Customer Experience 76

Nuance

NOVEMBER 4, 2021

A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact center to help customers who were urgently and drastically transforming their contact centers to operate remotely in a matter of days. The third of [.] This is a summary.

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Best practices Contact Center Interactive Voice Response Enterprise 55

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. IVR Doctors considers these the major drivers of customer satisfaction and system utilization. million calls through their IVR. and Canada.

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Interactive Voice Response Benchmark Contact Center Self service 52

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. It is also called contact center outsourcing where representatives communicate with the customers of a company using live chat, phone calls, email, or other social media channels.

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Best practices outsourcing Call Center virtual call center 62

Fonolo

JULY 5, 2022

Many contact centers use targeted monitoring to create agent quality scores. Scoring individual calls at random and assessing speech analytics can be used for baseline scores and examples of excellent quality for use in future call center training sessions. Here are some best practices to overcome these challenges: 1.

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Best practices Call Center Metrics Abandon rate 81

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. Why customer data privacy and security matter for contact centers?

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Contact Center Interactive Voice Response Management Contact center software 52

pindrop

NOVEMBER 12, 2020

They start in your IVR. 60% of fraud begins in or touches it and while you are aware of the media reported mega-breaches that have plagued companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? What is Contact Center Fraud?

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Best practices Contact Center Interactive Voice Response Engineering 57

NobelBiz

DECEMBER 11, 2023

Call flows are essential for contact centers as they provide a structured framework for managing customer interactions. Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. Intelligent IVRs can interpret voice inputs, offering a more personalized experience​​.

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Call flow Interactive Voice Response Customer Experience Contact Center 105

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. Why customer data privacy and security matter for contact centers?

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

Fonolo

NOVEMBER 8, 2022

The Contact Center Guide to Managing Spikes in Call Volume. Auditing your contact center tools and software can also help improve FCR. What is First Contact Resolution in Call Center Metrics? When it comes to contact center technology, self-service solutions are the way to go! DID YOU KNOW?

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Call Center Interactive Voice Response Self service Abandon Call 156

Callminer

APRIL 23, 2019

Expert PCI Compliance Tips & Best Practices. Below, we’ve rounded up 17 tips and best practices for PCI compliance from industry and regulatory experts. Expand your call recording practices. Ensure that you are operating under the correct understanding of PCI compliance for your contact center.

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Best practices Call Center Banking Contact Center 159

JustCall

MARCH 7, 2023

And the only way to succeed is through an effective contact center management system. This blog will look at the tips and best practices for contact center management. Follow them to optimize your contact center operation and ensure smooth customer service. What is Contact Center Management?

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Contact Center Management Interactive Voice Response Average Handle Time 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

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outsourcing Contact Center Real estate Business Process Outsourcing 98

NICE inContact

NOVEMBER 2, 2020

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Contact centers can meet self-service goals with their IVRs while still delivering good CX.

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Interactive Voice Response Contact Center Self service Best practices 62

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. Here’s how to calculate CPC: At its core, the process of measuring cost per contact is pretty straightforward. Total Call Center Costs/Total Number of Calls Answered = Cost Per Call.

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Call Center Interactive Voice Response Abandon rate Average Handle Time 159

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? Learn about what’s hot at ICMI’s Contact Center Expo.” The responses to pick from were: Making new connections.

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Contact Center Best practices Interactive Voice Response Call Center 185

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

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Best practices Contact Center Contact center software contact center solutions 48

aircall

MARCH 17, 2021

When you use best practices in sales planning, everyone involved benefits — marketing teams, sales managers, sales teams, and your customers. Best practices for sales planning begins with an overall comprehensive plan that serves as your roadmap for sales call planning. Best Practices to Improve Sales Planning .

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Best practices Sales Contact center software Contact Center 62

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

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Contact Center Interactive Voice Response Management Gamification 52

Expivia

AUGUST 18, 2021

And one of the best technical ways to ensure that is to become an omnichannel contact center. And if you are, but you’re not getting the results you want, learn how to optimize your omnichannel contact center to reap all its benefits. What Is an Omnichannel Contact Center? Why does that matter?

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Contact Center Multichannel Best practices Interactive Voice Response 98