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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. However, despite companies investing considerable time and money in researching and developing the most optimized IVR technology for the best customer experience possible, it is mostly failing.

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Fonolo Saves Credit Union from Cisco Call-Back Chaos


Caller satisfaction also increased, as did agent satisfaction. To solve this problem, we quickly implemented our Voice Call-Backs solution, taking some of the strain and helping them to reduce their abandonment rates by more than 40%.


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6 Secrets for Boosting Customer Satisfaction in the Contact Center


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. Understand Your Customers’ Expectations.

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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. Let’s see what these education call centers really have to offer to your institution. a) Call centers offer lead management that handles both the admissions and the queries besides tracking the source of all the inquiries.

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Inbound KPI Metrics to Monitor for Operational Efficiency


A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. The handle time starts when an agent answers and only ends when the agent disconnects the call. This is one of the most important KPIs to monitor and analyze.

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Six tips for scaling your sales and service team


Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. Our Salesforce integration for example automates the outbound calling process, making agents more time efficient. Embrace mobile technology and remote working.

Sales 63
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What is a Toll Free Number & How Do They Work?


Enhance Customer Satisfaction. It improves caller satisfaction with the help of auto attendants. This will provide high-quality calls without consuming too much data. It can work for the recipients in and out of the workplace because everyone shares the same cloud system. No large team is required to manage incoming calls.