DMG Consulting
MAY 15, 2018
Cloud Contact Center Solutions Continue Upward Trajectory. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market.
Talkdesk
SEPTEMBER 8, 2020
Here are some steps a health plan provider contact center can take now to help better manage this critical period: 1. Minimize the abandon rate Data indicates that the post-IVR abandon rate for the healthcare sector is about 7%. Oftentimes, consumers simply don’t want to wait on hold after having navigated a confusing IVR system.
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Serenova
APRIL 7, 2020
Using Serenova’s cloud contact center solution, our professional services team configured a dedicated cloud tenant for the internal IT team exclusively supporting the new WFH agents in under two hours. Our professional services team set up an IVR flow, added agents in bulk and was fully functional the same day.
Playvox
OCTOBER 19, 2021
Not only will this help manage your queues, but this experience will also give other departments an appreciation for the excellent work your contact center team does every day. When customer satisfaction is at stake, contact centers go the extra mile. Simple, predictable tasks are the best candidates for self-service.
Babelforce
NOVEMBER 30, 2022
Do you know your DTMF IVRs from your ACDs? Working with contact centers around the world, we know that better than anyone!). Average time to Abandon is a contact center KPI which shows the average amount of time a caller will wait on hold before they disconnect. This does not include time spent navigating an IVR system.
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