NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

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

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