Fonolo

FEBRUARY 14, 2023

Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents. By automating these simple tasks, you can lighten the load for your call center employees so they can focus on tackling more complex issues, like customer care. Let’s look at chatbots as an example.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Global Response

MARCH 27, 2024

Scripts should provide agents with a basic structure but also allow for personalization and genuine customer care. Encourage agents to tune into each customer’s specific situation and emotional state. Scripts should also utilize customer information (like their name, previous interactions, and recent purchases).

Scripts 62

Scripts Call Center Customer Service Coaching 62

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. This is due to the underlying infrastructure, channel and process silos.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. How Well Can You Measure the ROI of Your Customer Service Initiative?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. This is due to the underlying infrastructure, channel and process silos.

First call resolution 40

First call resolution Call Center Self service Analytics 40

Global Response

FEBRUARY 1, 2024

Are your customers waiting for a significant amount of time to talk with an in-house representative? Are they calling outside of regular business hours? What is your monthly and annual budget for customer care and support? A call center that can address customer issues quickly shows its agents are efficient and effective.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

aircall

SEPTEMBER 6, 2021

They need solutions within the first interaction—no matter how technical or complicated their issue is—and they want to feel like you’re addressing their concerns. That’s a feeling that’s tough to replicate with chatbots or slow-moving email support. Train and mentor your call center agents to communicate with customers well.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93