Fonolo

JUNE 22, 2023

The contact center industry boasts some of the most intelligent and innovative CX technologies out there. Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. What is Visual IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. So what exactly do call centers do?

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Call Center Technology virtual call center Interactive Voice Response 52

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Automate — Have you tested your own call center experience lately? Boost Customer Satisfaction for Travel Industry ROI.

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Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

JUNE 22, 2020

In this blog, we’ll cover tips for cost-effective strategies that will bolster your customer experience. Call Center Technology That Reduces Agent Burden. An easy win to trim costs is implementing call deflection strategies by adding technology that removes the basic call types that can be automated.

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Call Center outsourcing Interactive Voice Response Chatbots 84

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Train your supervisors.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Outsource Consultants

OCTOBER 9, 2019

In honor of National Customer Service Week, we wanted to offer some key insights on three trends to keep in mind as you craft call center experiences for your customers. Technology investment. Only 22% of consumers think their mobile experience is good — make your call center environment the exception to this trend.

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Call Center Call center experience Consulting Consulting 59