VocalCom

APRIL 9, 2018

Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. AI may also be used to make IVR menus function more efficiently, routing customers to qualified agents as quickly as possible. Use text analytics to offer superior service. Determine when human assistance is needed.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

JULY 31, 2017

For example, is the customer able to connect to an agent quickly through an IVR menu? Can he switch from social media to the voice channel with ease? What is his satisfaction score post contact? Such brands enjoy an average sales cycle that is 18 times faster, with 56% more revenue from upselling and cross-selling efforts.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

Contact Center Pipeline

NOVEMBER 30, 2022

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers–writing well. The pandemic has brought a surge in independent workers, and Kim helps our readers learn how best to navigate these contract arrangements.

Upselling 29

Upselling Self service Cloud contact Multichannel 29

Dialer 360

OCTOBER 12, 2018

So, this is where the cloud contact center as a service comes in. Contact Center as a Service). With comprise a conventional contact center. Latest interactive IVR, ACD, CTI, email, text, chat, social media, and quality management. Including social media, mobile, live chat, email and voice calls.

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20