Visual IVR: The New Front Lines of Digital Customer Service


According to a report, 33% of overall caller satisfaction today is determined by the IVR experience. As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success.

Fonolo Saves Credit Union from Cisco Call-Back Chaos


They’re typically pretty pleased to be able to offer call-backs to their customers, and we’re delighted when they see drastic reductions in abandon rate and improvements in customer satisfaction. Although they were well used to handling customer inquiries quickly and efficiently, broad staffing changes had collided with unexpectedly high call volume, creating the ‘perfect storm’; the lines were jammed with anxious callers waiting on hold.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

14 Ways Call Centers are Rocking Today’s Education Industry


b) Your callers get instant SMS and email notifications for all the courses offered at your institution. j) Call centers help improve caller satisfaction by distributing leads to a broader base of people through high volume periods in order to improve response time, reduce caller frustration by routing the calls to the right person the first time with auto-attendant and caller information.

Inbound KPI Metrics to Monitor for Operational Efficiency


How many callers hang up before an agent picks up or solves an issue? More motivated callers won’t hang up, but that doesn’t mean they’re satisfied with the time to resolve an issue. Slow answering can lead to a high call abandonment rate or low customer satisfaction.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


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. This cannot be overlooked if a company hopes to have long term relationships and loyalty with their clients, and it is the most critical statistic when evaluating customer satisfaction. Operational efficiency, particularly focusing on caller forecasting.

6 Secrets for Boosting Customer Satisfaction in the Contact Center


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. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.

AI Call Center: How AI Can Improve Sales & Support Performance?


AI is now an integral part of many sales and customer support teams, assisting them to close more deals, enhance customer satisfaction (CSAT) score, and get more wins. This unveils opportunities to deliver every customer a personalized experience and enhance their satisfaction level.

Sales 52

Six tips for scaling your sales and service team


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

Anatomy of a Successful Call Center Representative: Tips & Common Characteristics


You have to be prepared to deal with all types of problems at any given time, you never know when you may be connected with an irate caller.” – Michael Mahoney, 7 Qualities of a Successful Call Center Agent , Avoxi; Twitter: @AVOXI. Callers are put on hold while the agent asks around for a solution. This has a negative effect on caller satisfaction and ultimately on the company itself.

9 Successful Tips Of Customer Service Agent Key Performance Indicators (KPIS)

Dialer 360

As well as the degree of the accessibility to their callers. Besides, the industry as it is directly related to caller satisfaction. Usually, the time of reps spends time and completing a transaction after the caller has disengaged. Customer Satisfaction. Thus, customer satisfaction is a KPI which may be acquired from many different. Usually, the contact center typically arrives at customer satisfaction score steering.