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

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Be Responsive. Be User-Friendly. Resolve Issues Quickly.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Calltools

NOVEMBER 16, 2022

Managers can review call records immediately upon completion. Using this type of call center tool allows you to track your agents’ effectiveness and the overall satisfaction of callers. Although necessary, call tracking and monitoring are baby steps toward improving your entire call center.

Interactive Voice Response 52

Interactive Voice Response Management CRM Scripts 52

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press.

Call Center 52

Call Center Customer Experience Brand ambassadors Interactive Voice Response 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs. Bring top-performing agents to training.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

JANUARY 18, 2021

While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Encourage agents to cheer up callers with more flexible scripting.

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Best practices Call Center Contact Center Scripts 226