Call flow Contact Center Scripts Surveys 
Fonolo
SEPTEMBER 7, 2021
This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality. With all that said, writing a strong call center IVR script doesn’t need to feel like a mountainous task. What is IVR? DID YOU KNOW?
Balto
FEBRUARY 6, 2023
With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.
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Hodusoft
APRIL 11, 2021
HoduCC- Contact Center Software is one of the best solutions that facilitate smooth business communication while improving productivity and providing better ROI. Moreover, the HoduCC-contact center system can be customized to suit all types of contact center’s requirements.
SharpenCX
JUNE 28, 2023
This means true customer service success is far deeper than just tracking calls received. Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? What needs to change?
TeleDirect
MAY 12, 2023
This is measured by setting and communicating specific goals — generally called “targets” or “indicators.” Call and contact centers tend to focus on customer satisfaction and agent performance. CES is often determined by satisfaction surveys, and explains how easily your outgoing agents met your customers’ needs.
Balto
NOVEMBER 28, 2023
Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. This results in higher FCR rates and quicker, more accurate resolutions.
Hodusoft
AUGUST 4, 2021
A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward. Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. Cloud-based deployment.
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