ViiBE Blog
APRIL 8, 2021
Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.
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.
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TRUSTID
SEPTEMBER 20, 2019
That number is consistent with another survey by Marketwatch, which found that 67% of respondents claim they don’t use any kind of 2FA on their personal accounts. And when 2FA is used, eSecurity Planet said that 74% of IT and cybersecurity professionals surveyed received user complaints about it.
ViiBE Blog
MAY 4, 2021
If customers have to make repeat calls to fix their issue, they are less likely to use your product or service again. Customer experiences are increasingly important to consumers. 50% of customers surveyed by Zendesk said that customer experience became more important to them in the past year.
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. With so much data on what customers want from consumer experiences, there’s no better time to listen to your customer base and take action.
CSM Magazine
JUNE 27, 2022
Although customer expectations vary, companies that wish to succeed must find efficient ways to improve call center experiences. You use existing data, previous conversations, social media, surveys, trend reports, and analytical tools to your advantage. Not sure how or where to start? Continue reading for advice.
Fonolo
JUNE 22, 2023
Although they can be simple and effective, customers don’t love IVR experiences. Consumers often list dealing with an IVR as a top grievance with the call center experience. Power and Associates, a good IVR experience is quite rare. Visual IVRs can be used for call deflection — but that doesn’t mean you should.
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