Playvox

APRIL 21, 2023

Workforce Managers In voice-only support centers of the past, workforce managers were always heads-down, constantly analyzing arrival patterns and maintaining meticulous spreadsheets. Capacity planning, forecasting, and scheduling were all based on averages and educated guesses. Self-service can be a win-win for agents and customers.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NobelBiz

MARCH 26, 2024

These components work together to create a cohesive, automated customer service ecosystem. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Serenova

MAY 29, 2020

Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

These customer interactions provide the most valuable insights into improving the process and identifying where coaching and education is needed most. Calibrate regularly. Smart and Efficient Self-Service that Augments, Not Replaces, Agents. But not all issues can be resolved through self-service.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84