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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden Media

Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. Another way to implement a data-driven approach is by conducting customer surveys and collecting feedback. AI can free your agents to focus on complex customer issues and provide personalized service.

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Moving to the cloud – Call centre tech migrations

Spearline

Call center cloud migration features in many 2022 business plans. Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9%

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Top 5 Conversational Automation Considerations for Healthcare CX Providers

Uniphore

According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 The same survey revealed that 34 percent of patients with the freedom to choose their own plans said they would switch based on a bad experience. And patient satisfaction counts. out of 100.

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Are you measuring latency on your calls?

Spearline

The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In November, we wrote about why latency matters.

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5 ways contact centers can reduce customer churn

Spearline

Remember that feedback can be positive or negative, and can come in many forms such as surveys, scorecards and KPIs. Measure the amount of latency your customer experiences on a call As mentioned above, latency on a call is a key source of frustration for a customer when on the phone with an agent.

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The Evolution of Customer Experience in the Travel Industry

BlueOcean

Call Centers Go with the Flow. Call flow is also changing as a result of these shifting customer expectations. When a new international route opened up that required a passport number to confirm a reservation, that input box was added to the end of the agent call flow. of people aged 35-54 and 22.3%

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How Do You Improve Call Center Metrics?

SharpenCX

The best way to gather this data is through customer feedback surveys. These certainly aren’t the only call center metrics you can gather. Additionally, invest in each agent’s growth and career path with regular work performance evaluations, yearly goal setting, and surveys to share their opinions.