3CLogic

AUGUST 4, 2022

In an effort to minimize costs without degrading the customer experience, service departments have increasingly turned to digital channels to provide customer support. Customers are craving more human interaction — not less. Even so, there’s a clear preference for voice. There’s a better approach.

Interactive Voice Response 52

Interactive Voice Response call center solutions Call flow Call Center 52

EPIC Connections

FEBRUARY 19, 2019

Each contact center has a variety of objectives they must achieve, from increasing the satisfaction of existing customers and improving the customer experience, to increasing efficiency and reducing operating costs. A case study: A major financial company had automation, but the system was outdated. We solved it!

Contact Center 54

Contact Center Call flow Interactive Voice Response Self service 54

JustCall

FEBRUARY 13, 2023

The most notable features to have in a business phone system are: Virtual Phone Calls Auto Attendant Smart Call Routing Business Text Messaging Call Analytics and Conversation Intelligence Call Recording Local, International and Toll-free Calling Conference Calling Besides the feature set on offer, the cost is an equally decisive factor.

voip 98

voip Call flow Wireless Accountability 98

eGain

MARCH 3, 2015

Are you measuring customer experience? In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. Ultimately, customers will leave. This is the foundation of good customer experience management.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Per Metrigy’s * most recent study, 71.6% If desired, the call flow can be routed to live agent support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. IVAs can mitigate the stress level of a customer and create a positive ‘peak’ by correctly authenticating the individual, determining intent, and routing to the correct call flow.

Wait times 118

Wait times Call flow Interactive Voice Response Customer Care 118

Enghouse Interactive

SEPTEMBER 3, 2021

A recent Metrigy* research study found that 62.8% of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Increases productivity by improving call flows.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Spearline

JUNE 18, 2019

A high-quality customer experience is critical because good conversations drive business growth. Your contact numbers support sales orders and customer management and when they are "down" your business is not generating revenue and may be losing customers.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

A high-quality customer experience is critical because good conversations drive business growth. Your contact numbers support sales orders and customer management and when they are "down" your business is not generating revenue and may be losing customers.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Enghouse Interactive

SEPTEMBER 20, 2021

A recent Metrigy* Research study found that 62.8% A recent Metrigy* Research study found that 62.8% You’ll be better able to achieve similar revenue increases [Metrigy study: 52.8%] and improve overall Customer Experience (CX) ratings [20%], while also improving agent efficiency [31.3%]. Here’s Why.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

JustCall

JANUARY 25, 2022

The most notable features to watch for in a business phone system are: Virtual Phone Calls Auto Attendant Smart Call Routing Business Text Messaging Call Analytics and Conversation Intelligence Call Recording Local, International & Toll-free Calling Conference Calling. Plan Call Flows.

voip 52

voip Call flow Accountability Wireless 52

EPIC Connections

JUNE 26, 2019

Company leaders focus on delivering service in the most efficient and cost-effective way, while demanding continuously improving customer experience. The key to success is getting the most “bang for your buck” by optimizing and improving call center performance. Five strategies for improving call center performance: 1.)

Call Center 28

Call Center Call flow industry standards Contact Center 28

Enghouse Interactive

APRIL 28, 2019

Organizations today are dealing with new realities – digital natives that expect lightning fast responses, across multiple communications channels; and increasingly onerous regulatory compliance obligations that are now driving business processes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Organizations today are dealing with new realities – digital natives that expect lightning fast responses, across multiple communications channels; and increasingly onerous regulatory compliance obligations that are now driving business processes. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

Quality management 40

Quality management Management Scripts Call flow 40

JustCall

MARCH 10, 2023

JustCall JustCall is among the best Ucaas services on the market with its package of essential unified call features. Mitel Mitel UCaaS solutions focus on helping your business deliver exemplary customer experiences to the target audience. Does UCaaS improve user experience? Yes, it does.

voip 40

voip APIs contact center solutions Contact Center 40