NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. One of the primary advantages of CRM integration with contact center technology is call flow management.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how? 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

Enghouse Interactive Educates – #2 in a series. Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Quality Management for cost savings – how?

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

FEBRUARY 9, 2021

Per Metrigy’s * most recent study, 71.6% now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. If desired, the call flow can be routed to live agent support. planned, 46.5% planned, 38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

SEPTEMBER 20, 2021

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%]. EnghouseUC will make it possible to achieve what Metrigy** found at 61.9% Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Enghouse Interactive

SEPTEMBER 3, 2021

A recent Metrigy* research study found that 62.8% Increases productivity by improving call flows. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. And now, because you can.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66