Uniphore

JULY 13, 2017

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.

Interactive Voice Response 45

Interactive Voice Response Caller satisfaction Customer Service Technology 45

Fonolo

AUGUST 24, 2017

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.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Calltools

JUNE 9, 2021

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. While most inbound KPI metrics affect customer service, after call work time is a sign of operational efficiency. Customer Satisfaction.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Vonage

MAY 8, 2017

Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. Customer service agents can work from home and sales representatives can work on-the-go. Six differences between customer-focused companies and operations-focused companies. Embrace mobile technology and remote working.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

NobelBiz

FEBRUARY 7, 2022

And we will also discuss 10 tactics to improve Customer Experience through IVR messaging. Why does IVR messaging enhance customer experience? Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Callminer

OCTOBER 3, 2019

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. This often requires a degree of creativity on their part to arrive at a solution that will satisfy the caller while preserving the best interests of the company.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

JustCall

APRIL 26, 2022

They are able to assess factors like average talk time, average hold time, and caller satisfaction level among others to figure out which agent needs more training and guidance. Call center AI software can be used to route customers based on their needs or intent, rather than simply on skill or availability.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52