Enhanced IVR Customer Service Helps Drive Self-Service
Concentrix
JUNE 6, 2023
See how Concentrix helped an electric utility provider answer the call with enhanced IVR customer service solutions. “How can I help you?”
How The General Meets the Needs of Their Customers Using Aspect CXP
Aspect
SEPTEMBER 7, 2017
The General recognized that customers want to manage tasks on their own — without talking to an agent — and saw an opportunity for additional self-service tools beyond the website. Read the case study here. The post How The General Meets the Needs of Their Customers Using Aspect CXP appeared first on Aspect Blogs.
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The NobelBiz Voice Carrier Network: A Tailored Solution
NobelBiz
FEBRUARY 20, 2024
Advanced Functionality: VoIP provides features like Interactive Voice Response (IVR). IVR allows customers to handle routine tasks themselves, freeing up call center agents to address more complex inquiries. RELATED ARTICLE What is IVR? Call centers can easily scale up or down based on call volume.
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In-Depth Guide: Inbound Call Center Software
Hodusoft
JULY 19, 2023
Here are some of the key benefits: Enhanced Customer Service : Inbound call center software boosts customer service by offering features that help agents manage incoming calls effectively. IVR systems enable self-service capabilities and help route callers to the right department or agent.
Sabio Group Helps ENGIE Achieve Cloud Migration Goals Ahead of Schedule
CSM Magazine
DECEMBER 12, 2023
Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. Read the full case study.
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15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements
NobelBiz
FEBRUARY 13, 2024
Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?
Conversational AI for Contact Centers: All You Need to Know
Babelforce
MARCH 22, 2021
Most people are familiar with conversational AI due to voice assistants like Alexa and Siri. But it also plays a vital role in customer service via chatbots and Interactive Voice Response (IVR) systems. Conversational AI takes language input, deciphers its meaning, and then generates a suitable response.
Call Center optimization: Tools and best practices to increase performance
NobelBiz
FEBRUARY 27, 2024
Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.
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5 Multilingual IVR Tips to Take Your Business Global
West
FEBRUARY 19, 2018
Most likely, that includes creating a multilingual interactive voice response (IVR) system. But even domestically, a multilingual IVR is more important than ever. Without a multilingual IVR, you’re cutting those people off from a critical interaction point.
How to reduce call center volume with Computer Vision AI
TechSee
DECEMBER 10, 2019
Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. Instead, enquiries are deflected to self-service channels such as FAQs, conversational AI, community forums, and knowledge center databases.
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21 Steps to Get Customers to Love Self-Service
West
JUNE 28, 2018
Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire. million per year thanks to self-service optimizations.
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Improve CX Metrics with Cloud Communications
8x8
FEBRUARY 22, 2018
The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? They’re well versed in company products, processes, and procedures. They’re exasperated and frustrated.
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66 Calls Are Taking Longer, and That’s a Good Thing
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.
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The Future of Debt Collection Agencies: Contact Center Technology and Customer-Centric Strategies
NobelBiz
APRIL 23, 2024
Technologies like Interactive Voice Response (IVR) systems automate routine collection tasks, reducing the need for human intervention and thereby lowering operational costs. IVR systems not only handle initial debtor inquiries but also categorize calls based on urgency and complexity.
10 Ways the Best Call Centers Thrive in the New Normal
Uniphore
JUNE 10, 2021
25% Lack of self-service options. Use Self-Service to Handle High Call Volume. By creating a guided digital self-service experience for your customers, you can help them solve many of their own issues–without ever engaging an agent. Bring the Service Back to Self-Service.
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Improve CX Metrics with Cloud Communications
8x8
FEBRUARY 22, 2018
The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? They’re well versed in company products, processes, and procedures. They’re exasperated and frustrated.
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48 Improve CX Metrics with Cloud Communications
8x8
FEBRUARY 22, 2018
The easy stuff is done via self-service on your website or via your Interactive Voice Response (IVR). So what can you do to prepare your agents for these types of interactions? They’re well versed in company products, processes, and procedures. They’re exasperated and frustrated.
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Improving First Contact Resolution – An Analytical Model
Taylor Reach Group
AUGUST 26, 2020
This case study provides some ideas as to how to tackle improving FCR in a contact center. It is noteworthy that certain improvements (such as IVR self-service) changes the distribution of calls and could impact the overall results negatively if FCR is only measured for live contacts. Measuring FCR.
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Calls Are Taking Longer, and That’s a Good Thing
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” They report a 62% increase in service call duration since 2004. Optimize Your Self-Service Channels.
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Solving the Top 3 Concerns for Senior Contact Center Executives
EPIC Connections
FEBRUARY 19, 2019
A case study: A major financial company had automation, but the system was outdated. Complex IVR call flows prevented most callers from successfully navigating the self-service features, so 98% of their calls required agent assistance, resulting in a very high average cost per call. We solved it! We solved it!
Using Plain Language & Personalization in the Contact Center for Better CX
NICE inContact
NOVEMBER 8, 2019
The article makes a case for why more plain language is needed, demonstrating its benefits in several real-world case studies. Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool.
BOIPA Selects ServisBot to Help Merchants Help Themselves
CSM Magazine
FEBRUARY 2, 2021
A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. They felt this could be achieved by implementing chatbot solutions.
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Call Center Metrics & KPIs to Measure Agent Performance
Balto
NOVEMBER 8, 2022
The Average Response Time (ASA) corresponds to the average duration between receiving an incoming call and an agent responding to it. This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system.
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BPO Call Centers: 8 Features To Look For
Global Response
APRIL 17, 2023
That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.
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Customer Success Management: An Essential Guide
JustCall
APRIL 5, 2023
However, less than one-third of companies offer self-service options such as a knowledge base. This is why businesses need to integrate a customized platform with self-service features if they want to elevate their customer experience and improve customer success rates. out of 5 stars.
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How to Choose the Best VoIP Provider for Your Business Needs
aircall
NOVEMBER 17, 2021
And see if a provider offers any case studies demonstrating how it transformed its customers’ communications infrastructures. Besides UC solutions, the best VoIP provider will offer a range of other tools, such as: IVR to manage the flow of inbound calls (from customers calling with a service issue, for instance).
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The Winning Combination for Customer Care Success
ConvergeOne
APRIL 20, 2021
Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. Let’s look at a customer case study. They’ve beefed up self-service channels, helping customers navigate the systems themselves. How many are pounding 0 at this time?
The Winning Combination for Customer Care Success
ConvergeOne
APRIL 20, 2021
Usually, it starts over with identifying the problem, authenticating, hearing disclaimers, and having to choose their path through the IVR. Let’s look at a customer case study. They’ve beefed up self-service channels, helping customers navigate the systems themselves. How many are pounding 0 at this time?
Your Guide to Navigating the World of Customer Service Outsourcing
Global Response
DECEMBER 21, 2023
Your provider should have significant experience in the customer service industry, as well as expertise in your industry and with your audience. Look for reviews, testimonials, case studies, or other signs that your provider can actually deliver the results they’re promising. Communication.
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eCommerce & Retail (Multiple Use Cases)
Zappix
OCTOBER 7, 2021
The retail client wanted to reduce costs and headcount in their contact center by deflecting calls away from agents to self-service channels.
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How a Cloud Contact Center Solution Improves ServiceNow's Healthcare and Life Sciences Platform
3CLogic
SEPTEMBER 28, 2022
The ServiceNow Healthcare platform gives control to the patients and improves their experience by offering digital self-service options for common requests and virtual agent experiences that further enhance the self-service options available to patients. Improved Patient Care Experiences.
10 Proven Champion-Challenger Optimizations To Improve CX
West
JANUARY 15, 2018
It can be a challenge keeping up with ever-changing customer demands. Consumer trends shift from one year to the next, and so must your communication plan. But how can you afford to constantly try out new practices without breaking the bank? Well, a major U.S. pharmacy is one of many businesses that has achieved just that.
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Advanced Call Center Technologies | Trends and Features You Should Know
Balto
NOVEMBER 29, 2022
From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines. There are two technologies that can help you optimize your customer routing: Automatic Call Distributor (ACD) and Interactive Voice Response (IVR).
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AI is Not Reducing Call Center Agent Employment
Fonolo
SEPTEMBER 4, 2018
My best guess as to why we see agent employment increasing: The universe of transactions that we do remotely keeps expanding (displacing in-person interactions), and this outweighs any contraction we get from automation. More on that here: Nobody Knows if Voice Is Growing or Shrinking. Self-Service Substitution.
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ANI Validation: Fixing The Game of Telephone
pindrop
SEPTEMBER 26, 2021
It can be completed almost instantly once a call reaches the IVR. A barrage of security questions can be frustrating enough to cause the caller to abandon the call entirely (and perhaps the brand, too) or give up on the opportunity for self-service by repeatedly pressing ‘0’ for an agent. What is ANI Matching?
What’s TTS Doing for Contact Centers? (Why we Love Text-to-Speech!)
Babelforce
SEPTEMBER 10, 2020
What you should know about conversational IVR What’s great for customers! We’re seeing a lot of deployments for text-to-speech systems within IVR. IVR stands for Interactive Voice Response. It’s an automated, interactive system that provides customer service, either to supplement or replace a human agent.
How to Improve Call Center Productivity
Balto
DECEMBER 14, 2022
There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. You can make your agents more efficient, hire more agents, or improve your IVR system to boost productivity.
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Top Priorities in Customer-Centric Contact Centers
RapportBoost
DECEMBER 10, 2018
Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. I know Nate and Kaye got a few case studies about these topics to share. Why does this matter to us? Kaye: Great, certainly.
Manager’s Guide to Abandonment Rates in the Contact Center
Fonolo
MAY 3, 2023
They include: Long hold times Poor IVR system Poorly trained agents Technical problems with the call Lack of communication Distinguishing Between Call Types and Intent Another key to understanding why customers abandon calls is differentiating between the types of calls your customers are making. Why Do Callers Abandon Calls?
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Build an appointment scheduler interface integrated with Meta using Amazon Lex and Amazon Connect
AWS Machine Learning
JUNE 20, 2022
You can utilize advances in self-service technology to automate appointment scheduling. In this blog post, we show you how to build a self-service appointment scheduling solution built with Amazon Lex and Amazon Connect. Under the Contact flow/IVR section, select the InboundCall flow. Click Save. Contact Flows ?
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Automating Insurance Industry Services? Here’s What You Need to Know.
Babelforce
FEBRUARY 24, 2021
Unlike traditional IVR systems , which are limited in scope, a conversational system can process a wide range of inputs. One speech recognition case study found that the automated system was able to capture intent fully in 75% of cases. This simple action keeps thousands of calls per year in self-service.
Overcoming Call Blocking Challenges for Call Center Success
NobelBiz
JANUARY 30, 2024
Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?
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The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool
Natalie Petouhof
SEPTEMBER 26, 2016
In case you are wondering, has anyone else discovered this service, Dialpad’s customers include 60 percent of the Fortune 500, high-growth enterprises, and forward thinking organizations and start-ups. The service is built on the WebRTC framework and runs on a redundant global network of nine data centers on four continents.
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Top Call Center Management Problems Here’s How To Fix Them
Dialer 360
APRIL 25, 2018
Example include predictive dialers, clients recording database, and IVR system! According to call center case study, the global absenteeism rate of agents in the contact centers is about 11%. Self-service is the single most important element to improve the productivity level of the inbound/ outbound call centers.
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