The Northridge Group

MARCH 28, 2022

This created a robust view, categorizing their callers and the reasons for their calls into actionable healthcare-specific groupings. This interplay of people, process, and technology all factor into an associate’s ability to achieve first call resolution. The data was loaded, cleaned, transformed, and analyzed using SQL tables.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

JustCall

AUGUST 23, 2022

Businesses are rapidly adopting big data, and artificial intelligence, particularly in response to the pandemic’s pressures. They can be routed automatically based on location, time of call, etc., or they can be sent to an IVR, which can route the call based on what they want to talk about.

Caller satisfaction 52

Caller satisfaction Entertainment Call flow CRM 52

CSM Magazine

JULY 28, 2015

Designing mobile hooks, leveraging new APIs to enhance the existing call flow and creating omni-channel content delivery is outside the scope of most call center operations. However as we move into 2016, the consumer is demanding smarter services from legacy call center IVR and live operators. CRM Push Follow Up.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Dialer 360

SEPTEMBER 7, 2018

Visual IVR. Already with over billion smartphone user globally and growing the trends toward IVR. That go with transferring the existing IVR technology onto their phones screen. They can access an intuitive, user friendly visual IVR menu interface. Even view holding time and select a call back option.

Call Center 20

Call Center Interactive Voice Response Analytics Call flow 20