Jacada

JULY 13, 2017

According to a report, 33% of overall caller satisfaction today is determined by the IVR experience.

Caller satisfaction 56

Caller satisfaction Technology Customer Experience Customer Service 56

Callminer

OCTOBER 11, 2018

We consider our ability to assist our callers with their need with one call – however involved it may be or however long it takes – to be our absolute most critical priority, and the cornerstone of our corporate vision. Operational efficiency, particularly focusing on caller forecasting.

Call Center 577

Call Center Metrics Best practices Contact Center 577

OctopusTech

MARCH 7, 2019

b) Your callers get instant SMS and email notifications for all the courses offered at your institution.

Education 65

Education Call Center Caller satisfaction Call flow 65

Customer Relationship Metrics

JANUARY 11, 2017

Each caller had an equal opportunity to participate in a post-call IVR survey. The anonymity of the contact center agents in “Contact Center B” perpetuated their “not my problem” attitude with respect to overall center performance and caller satisfaction.

Calibration 79

Calibration Caller satisfaction Contact Center Customer Experience 79

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size.

Contact Center 109

Contact Center Benchmark Caller satisfaction outsourcing 109

NewVoiceMedia

MAY 8, 2017

Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. What works for six people can become a mess when applied to 60, 600 or 6,000. From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable. This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario.

Sales 58

Sales Caller satisfaction Benchmark SaaS 58