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

Win the Customer

SEPTEMBER 15, 2020

Here are 7 tips for call centers to improve customer experiences: 1. Be Responsive. Customers appreciate a user-friendly experience, or else they’ll get frustrated by unusable technology and go somewhere else. IVR or AI driven chat bots) are working and easy to use at launch, to better serve your customers.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Outsource Consultants

AUGUST 3, 2020

Double down on the equity you’ve built across these at-home models to create flexible staffing models that keep you from overstaffing your call center. 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.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Win the Customer

SEPTEMBER 15, 2020

Here are 7 tips for call centers to improve customer experiences: 1. Be User-Friendly Customers appreciate a user-friendly experience, or else they’ll get frustrated by unusable technology and go somewhere else. First, make sure that your call scripts are up-to-date, and that your self-service technologies (i.e.

Call Center 52

Call Center Customer Experience Brand ambassadors Interactive Voice Response 52

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. After all, 86 percent of customers will pay more for companies that offer exceptional customer service.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176