Upstream Works

NOVEMBER 30, 2022

Agent morale suffered which led way to rising turnover and the Great Resignation. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service. Intelligent Routing to Self-Service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Fonolo

APRIL 20, 2020

If you’re worried about call quality, you can always set them up as a ‘Real IVR’ to give customers some human contact while they’re rerouted to the correct person; this is also a great opportunity to take some work away from your agents who can handle more complicated inquiries. Keep agent morale high.

Morale 136

Morale Interactive Voice Response Contact Center Self service 136

JustCall

APRIL 9, 2024

Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. This can impact the efficiency and productivity of the call center, affecting the quality of service provided to customers. Self-service also enhances customer convenience. Don’t just take our word.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Playvox

OCTOBER 19, 2021

When you have an agent shortage, it causes significant CX, operational, morale, and cost issues. Implement self-service to reduce demand for agent assistance. Implementing effective customer self-service tools is a great way to make some of that volume take care of itself, limiting the need for your agents’ involvement.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

AUGUST 17, 2021

Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Here are just a few call center technologies that help improve call center performance: Fonolo’s Voice Call-Backs reduce hold times, improve customer satisfaction, and heighten call center productivity.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

AUGUST 29, 2019

Shaun Belding, CEO, The Belding Group of Companies, Customer Experience and Leadership Expert: “The world of customer service is continuing to change. More and more organizations are forcibly directing customers to self-serve solutions. Chatbots, IVRs, crowd-sourcing and more are the first gauntlets that customers have to pass.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Eckoh

FEBRUARY 11, 2019

Firstly, customers are increasingly in the mood for self service, so why not give them more? It's possible for companies to make information available even more readily, for instance through a General Enquiries feature in their IVR. Thirdly, today's new breed of Chatbots are great news for the utilities sector.

Contact Center 40

Contact Center Chatbots Morale Self service 40

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Are there gaps in your service? It could be as simple as improving your self-service options. Consider adding more detailed FAQs to your website, integrating chatbots, and implementing interactive voice response (IVR) systems.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Eckoh

DECEMBER 10, 2018

So IVRs are helpful and natural language speech recognition lets her use her own words, Chatbots give her the information she wants, and automated payments leave her in control. He can get confused with IVRs and menu options, no matter how sophisticated or simple they are. What's the moral of the story? Taking a bow.

Contact Center 40

Contact Center Interactive Voice Response Transportation Morale 40

Aspect

MAY 15, 2018

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. In the case of the contact center, bad decisions result in unhappy customers, damage to the brand, loss of profit, poor employee morale, and lawsuits, among others.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

SharpenCX

MAY 10, 2022

Contact center automation tools take over routine inbound and outbound requests and interactions. They can include technical algorithms or artificial intelligence-powered tools, like chatbots, voice bots, or robotic process automation (RPA). Boost Morale and Satisfaction for Your Agents.

Contact Center 76

Contact Center Morale call center software Chatbots 76

OctopusTech

JUNE 8, 2022

With contact center automation, different systems can be easily integrated into a single tool and you can monitor all the customer service data in a single system. For example – customers can check their account balance using automation software that converts interactive voice response (IVR) to automated speech recognition (ASR).

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. In addition, a well-designed chatbot may be pretty successful in collecting information before contact is made.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. In addition, a well-designed chatbot may be pretty successful in collecting information before contact is made.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

OctopusTech

AUGUST 10, 2022

Providing the self-service option to customers. According to the stats by Super Office, 70 % of users expect that your business provides them a self-service. Your brand needs to include all the basic information or most frequently asked questions on its website or provide them answers through AI-based chatbots.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

NobelBiz

MAY 10, 2022

Another solution is to Install an effective IVR Interactive Voice Response system on your phone line. You may use the IVR to qualify a call before the caller picks up the phone. The IVR can manage a high number of concurrent calls, reducing the number of persons waiting in line.

Call Center 52

Call Center Interactive Voice Response Contact Center contact center solutions 52

NobelBiz

FEBRUARY 27, 2023

One way to achieve that is implementing self-service options. As self-service customer experience enhances customer satisfaction and increases efficiency, it is becoming increasingly critical for contact centers’ success. And also, personalizing interactions based on customer data.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Use chatbots (basic or AI-enabled) to further accelerate the process and only route complex or exceptional issues to highly trained live agents. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Enghouse Interactive

JANUARY 8, 2021

Invest in an effective workforce management (WFM) system to remove the overheads of forecasting and scheduling resources – and ensure that agents can access it through self-service to highlight their work preferences and shift-swap with colleagues. This improves morale and retention while reducing management time. Self-service.

Self service 47

Self service Average Handle Time Interactive Voice Response Morale 47