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.

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. Operational efficiency, particularly focusing on caller forecasting.

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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.

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.

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

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.

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.

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.

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