Best practices Customer effort Interactive Voice Response Self service 
Callminer
APRIL 20, 2018
Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. This post will help you zero-in on those technologies and best practices proven to produce results.
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? People change, and so do your customer’s wants and needs.
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ConvergeOne
JULY 19, 2022
“Why should I replace my IVR with an IVA?” Interactive Voice Response (IVR). IVR stands for Interactive Voice Response. The “voice” part means the interaction is initiated with, and anchored by, telephone calls. In most cases, the IVR front-ends the PBX/ACD in a call flow.
Quiq
MARCH 16, 2022
Last year, Salesforce reported that customers ranked “phone” as their second most preferred customer service channel. That’s up from their #3 spot in 2019—overtaking in-person interactions (for obvious reasons). Since customers are still dialing, we’ve put together some best practices to help call center agents shine.
Interactions
FEBRUARY 25, 2021
Scaling up a contact center or support team is hard when times are good: imagine how hard it is to ask agents to assist customers when they too may be in the dark or the cold themselves, suffering the impact of an outage. So how can utility providers protect themselves and their customers during stressful outages?
TechSee
NOVEMBER 16, 2020
The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. 6: Encourage self-service and automation. Looking Ahead with these Remote Support Best Practices.
SmartAction
MAY 9, 2019
This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 , Part 2 , and Part 3 first!
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