Robert Davis

MARCH 2, 2017

RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. Practicing the Quality Conversation with authenticity and proper skills shows others that you truly care and are genuinely interested in them. This improved customer retention from 62% to 85%.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Hodusoft

APRIL 17, 2024

Call Arrives This is the step when a caller dials a company’s customer care number and the auto attendant system receives the incoming call. To eliminate any doubt let’s look at this study’s findings. Personalized Experience Customers expect personalized experiences from auto attendance.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Interactions

FEBRUARY 6, 2020

Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They are able to counteract a negative start to an interaction with efficient and pleasant customer care. . What is the Peak-End Rule? In fact, they act like your best agent every time.

Wait times 118

Wait times Call flow Interactive Voice Response Customer Care 118

Callminer

OCTOBER 11, 2018

Previously, he was the Director of Marketing and Customer Care for Urology San Antonio where he oversaw call center operations. Sure, call volume and handle time are important, but…”. Call-type tracking is also important. Brian Dooley @Brian_Dooley. Again, it requires certain research on your leads.

Call Center 561

Call Center Metrics Contact Center Wait times 561

3CLogic

APRIL 17, 2023

Given that a study from CCW revealed consistent and convenient experiences are the number one way to attract customers, it’s clear that IVR is a critical element to deliver an exceptional customer experience – every time. 3CLogic has native voice integrations with a number of CRM platforms including ServiceNow and SAP.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

Tethr

OCTOBER 2, 2020

And a customer’s journey (a.k.a. From a customer service interaction over the phone with a customer care rep. in your contact center, to a live chat with your product support team online to a customer prospecting or account maintenance interaction via email with a business development manager or an account manager.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108