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Visual IVR: The New Front Lines of Digital Customer Service

Uniphore

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. Let’s take a look: Read More.

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6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

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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Fonolo Saves Credit Union from Cisco Call-Back Chaos

Fonolo

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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Inbound KPI Metrics to Monitor for Operational Efficiency

Calltools

Are you providing the level of service your customers deserve? According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Importance of Inbound KPI Metrics. Monitoring metrics is the first step in improving your operations.

Metrics 52
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Six tips for scaling your sales and service team

Vonage

This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. Similar to how automated robotic processes made the production of cars more scalable, automatic processes in sales and customer service can improve your efficiency dramatically.

Sales 63
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Anatomy of a Successful Call Center Representative: Tips & Common Characteristics

Callminer

“If you’re willing to go the extra mile, spend some time with your customer service team as they perform their day-to-day. Many companies, including Zappos, Amazon, Craigslist, and Rackspace practice ‘ everyone does support ,’ a model that calls on all employees to spend time responding to support tickets and engaging with customers.

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

JustCall

Enhance Customer Satisfaction. It improves caller satisfaction with the help of auto attendants. A toll-free number will work exactly and similarly to any other telephone number concerning a caller’s aspect. This will provide high-quality calls without consuming too much data. How do toll-free numbers work?