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. Why Use Visual IVR Instead of IVR?

Interactive Voice Response 91

Interactive Voice Response Abandon rate Self service Call Center 91

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Unfortunately, call-backs are still a relatively rare call center experience.

Call Center 108

Call Center Contact Center Engineering Construction 108

TRUSTID

SEPTEMBER 20, 2019

Even in the digital age, contact centers need to provide a secure and efficient experience for their customers. These three strikes that knowledge-based authentication (KBA) creates a more vulnerable customer environment that can have a lasting, harmful impact on your profitable bank-customer relationships.

Banking 84

Banking Accountability Contact Center Engineering 84

TRUSTID

FEBRUARY 25, 2019

To help us better understand the current state of today’s call center fraud threats, the recent BetaNews Q&A, “How contact centers have become a prime target for hackers,” explores why fraudsters focus on call centers, and what organizations can do to prevent attacks.

Call Center 48

Call Center Banking Contact Center Engineering 48

ViiBE Blog

MAY 13, 2021

No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company. So what exactly do call centers do? What does a call center do? At the core of each call center or contact center is the customer interaction.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

ViiBE Blog

MAY 4, 2021

So, in concrete terms, what does FCR show you about your center? FCR stands for First Call Resolution. It is a key performance indicator for call centers and contact centers. It gives you an idea of how effectively your call center can solve a customer issue. What is the meaning of FCR?

First call resolution 52

First call resolution Call Center virtual call center call center software 52

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. How to Reduce Contact Center Costs AND Improve Customer Service. The cost-reducing impact of call-back technology.

Airlines 78

Airlines Transportation Contact Center Self service 78

AWS Machine Learning

DECEMBER 21, 2023

Despite contact centers being under constant pressure to do more with less while improving customer experiences, 80% of companies plan to increase their level of investment in Customer Experience (CX) to provide a differentiated customer experience. Refer to Supported Regions to learn more.

Contact Center 91

Contact Center Scripts Interactive Voice Response contact center solutions 91

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

FEBRUARY 4, 2021

American Express re-evaluated its hiring process and transformed its call center experience (for employees and for customers). Rather than hiring for years of experience, American Express expanded its talent pool. You have defined processes to help your agents reach contact center goals.

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

NobelBiz

OCTOBER 17, 2023

Example from a Call Center Perspective An agent working remotely faces frequent connection drops due to an unstable home internet connection. Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times. Tune in now ! Watch now !

Call Center 59

Call Center Management Contact Center Analytics 59

aircall

JANUARY 27, 2021

How to Onboard Your Virtual Call Center Agents. As you look through resumes to hire virtual call center agents , some applicants will already have call center experience and some won’t. On the one hand, experienced call center agents will already have many of the skills they need to do the job.

virtual call center 62

virtual call center Call Center call center software voip 62

Nicereply

JUNE 18, 2020

You should make sure to let them know what product/service combinations can improve their experience with your product, while at the same time making sure you’re not too pushy in these cross-selling activities. Customers who experience bad service are far more likely to churn. Redemption Rate. Write great Help Content.

Customer retention 125

Customer retention Feedback Surveys Metrics 125