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? So, we understand IVRs.

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

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ? That’s where call-back technology comes in. Are You Losing Customers to Hold Time? Call-backs work with any call center platform.

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Technology Abandon rate Interactive Voice Response Call Center 136

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. That can lead to data overload and the really important metrics can get lost in the shuffle.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

pindrop

MAY 11, 2020

Ensuring customer experience in a large organization is often tricky as trainers and trainees, as well as their environments, vary. Why is Ensuring Customer Experience Important? As the call center increasingly replaces face to face customer interactions, customers are increasingly exposed to your brand via this channel.

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Call Center Customer Experience Call flow Self service 70

ViiBE Blog

MAY 13, 2021

Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52

Calltools

AUGUST 18, 2021

Call queuing can improve your customer experience. Keeping your customers happy means giving them a positive experience with minimal wait time. Fortunately, you can quickly address wait times by using proper call queuing methods and technology. What Is Call Queuing? Call Handle Times.

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