Noble Systems

APRIL 3, 2020

A pre-programmed alternative route can be activated in the event of an emergency so that selected calls can be routed to an alternative call center or to staff working from home during severe weather or epidemics such as Covid-19. An IVR can be invaluable during times of disaster recovery. Improving the Customer Journey.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

3CLogic

JULY 30, 2019

For Example: In the event of a service outage , a Service Desk Supervisor can record and post an outage alert to the initial IVR greeting to inform incoming callers without having to submit a request to a separate “voice” team. Easily identify bottlenecks , drop-offs, under-utilized options in call flows with analytics.

Call flow 68

Call flow Interactive Voice Response CRM Enterprise 68

3CLogic

MAY 26, 2022

In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first. Do you have customer service survey results? From there, IVR drives the desired outcome such as routing a call or resolving an issue, giving you full control over contact center call flows.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

3CLogic

JULY 30, 2019

For Example: In the event of a service outage , a Service Desk Supervisor can record and post an outage alert to the initial IVR greeting to inform incoming callers without having to submit a request to a separate “voice” team. Easily identify bottlenecks, drop-offs, under-utilized options in call flows with analytics.

Call flow 45

Call flow Interactive Voice Response CRM Enterprise 45

NobelBiz

FEBRUARY 7, 2022

When your customers try to call you, they should only choose from a few different options on your IVR that give them the most important information. Including promotional offers, event communication, or information about your social networks may not be the best way to go about it, though. How can NobelBiz help?

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s crucial to have direct experience of things like call flows, processes, and winning behavior. In our survey, 46.7% Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Enghouse Interactive

APRIL 28, 2019

Operational areas that would benefit from automation: scheduling of Agents, secondary agent coverage for back-up, improved self-service ongoing coaching and support, interaction recording and agent evaluation (scoring), and customer satisfaction surveys.

Quality management 40

Quality management Management Scripts Call flow 40